Running a Report

This article provides step-by-step instructions on how to run a report in Xima CCaaS. It also has an in-depth example to illuminate the most commonly used features when running a report.

How To: run a report

Purpose: demonstrate how to run a report

Steps

  1. Web to Xima CCaaS with the URL that has been provided (i.e., example.xima.cloud)
  2. At the login screen, enter Username and Password and hit Login
  3. When you log in, you will be presented the Reports menu, which lists all the available Standard Reports in Xima CCaaS. To run a report, click on the desired report you would like to run.

If for some reason you are not automatically presented the Reports menu, you can click on the document icon located on the left-hand side of the screen and click on “My Reports.”

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  1. The report may already be presenting data if it has been ran before. If the report has never been used, the body may appear blank. Continue by clicking the Configure button.

  2. The Configuration window will appear. Fill out the fields of information below. The fields of information will depend on the report. For this example, we will run the Abandoned Calls report.
    a. Report Date Range: This allows you to determine the time frame you would like the report to collect data. Please note that when selecting a large time frame, it will take longer for Xima CCaaS to render the report for you.
    b. Final Skill: This allows you to select which skill groups’ abandoned calls you would like to see.

  3. Click Apply.

An In-Depth Example

To run a report, click on the report you would like to run and a configuration window will come into view.

Timeframe

Starting from the top, we will first select our timeframe. Meaning the timeframe that you would like the report to cover.

For example, if you would like to run the report from April 6 to April 10th, begin by selecting the corresponding start date, followed by the corresponding end date.

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Rows

The next task is to select our "Rows". This will depend on the report. Typically this will contain items such as Agents, Skills, Account Codes, among other items. For this example we will focus on Agents. Select the pencil tool to the far right.

Note: An asterisk represents and required field (aside from the timeframe).

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A list of your agents will then appear on your screen. Select the desired individual users that you would like featured on the report, then hit "Apply".

Criteria (Optional)

The Criteria filter provides further optional configuration options. Each report will have criteria options specific to that report.

Select the "+" to the right of "Criteria". This will create a new line in the configuration window, where you can now select the addition desired criteria for the report.

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Additionally, it is possible to add multiple criteria options.

Here are some frequently used criteria focused on limiting the report by time frame:

Shift

In situations when working with different shifts during the day, the Shifts option allows you to specify the shift time frames so you can quickly and easily report on that specific time frame without having to re-enter the time frame each time you run the report. Simply create* the shift, save it, and select it from the drop down.

Time of Day

As previously mentioned, CCaaS will report on twenty-four hours a day. If Monday through Friday is selected, but you only want to report on open business hours, change "Time of Day" from twenty-four hours to display your open business hours (I.e., if 8:00 AM to 5:00 PM is selected, then the report will display information from 8:00 AM to 5:00 PM daily.).

Days of Week

If Monday through Friday is selected, CCaaS will report on Monday through Friday. In a situation wherein only Monday and Friday want to be seen, select "Days of Week" from the criteria section. This will allow you to select only the specific days that you want to report on.

After you’ve entered all the information into the configuration window, click the “Apply” button located on the lower right-hand corner of the screen.