Report Groups

In addition to categorizing calls as ACD or non-ACD, you can create your own custom groups called report groups. You can designate specific queue items as belonging to a report group. Report Groups are useful for reporting on a subset of the queue items within any container, including workgroup queues, user queues, and statistics groups. When StatServer generates statistics for a container, it additionally generates statistics for all the queue items belonging to a report group. A queue item cannot belong to more than one report group.

CIC assigns each queue item a report group through Interaction Designer's Assign Report Group tool. For example, you can create a report group called Language, and then mark certain calls as belonging to either the Danish Report Group or the English Report Group. When StatServer generates statistics for queues and statistics groups, it provides an additional list of all the calls in that queue that belonged to the Danish Report Group, and an additional list of calls in that queue that belonged to the English Report Group.