Avaya Aura NN44400-710 - Manual (Page 76)

Historical Reporting
76 NN44400-710 Contact Center Performance Management 12 November 2010
By default, if you do not define the selection criteria, the system applies partition rules
to generate the report. However, if you select a filter element, you see only that element
in the report. You can select a maximum of 300 elements from the available list to run
the report. For example, you choose a skillset report and see a list of 20 skillsets in the
Available filter elements box. If you select no skillsets, you see all 20 skillsets in the
report, whereas if you select 3 skillsets, you see only three skillsets in the report. For two
table reports, for example, Skillset By Agent Performance report, you can select 300
agents and 300 skillsets to run the Skillset by Agent Performance report.
The filter elements available depend on the type of statistics included in the report. If you
select multiple filter elements, only those that satisfy all filter criteria appear in the report.
For example, if you choose to report on five agents and three activity codes, if one agent
uses no activity code, the agent does not appear in the report.
Prerequisites
• Log on to Historical Reporting. See Logging on to Historical Reporting (page 74) .
Procedure steps
Step Action
1 In the left pane, click the server that contains the report to define.
2 Expand the folder that contains the report template to use.
3 Click the folder containing the type of report to change.
4 Select the report to use.
5 In the right pane, click the Selection Criteria heading.
6 In the Selection Criteria area, enter information in the following boxes:
• Available heading: Click this heading to view the available filter elements for this
report. A table appears, listing the available elements. If multiple filters exist for this
report, more than one Available table appears. Select the check box for each filter
element to apply to the report, and then click Update Selection Criteria. The
selected filter elements appear in the Selected table.
• Selected heading: Click this heading to view the filter elements selected for the
report. A table appears, listing the selected elements. To remove selected filter
elements, clear the check box for each filter element, and then click Update
Selection Criteria. The element appears in the Available table.
• Filters heading: This heading is visible only if you connect to the NCC server and
work with a network-consolidated report. Click this heading to view the available
filters for this report. A table appears with a list of the available filters. To add a filter
to this report, select the check box beside the filter name, and then click Update
Selection Criteria. The selected filters appear in the Selected table.
7 Click Run Now to generate the report.
8 To save your changes, click Report Details, in the Save As box, type a name, choose
a save location, and then click Save Report.
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