ShoreTel Connect CLOUD Contact Center Historical Reports

Content

Historical reports are used to obtain information about past call center activity. The powerful, yet easy to use, Contact Center Historical Reports application provides activity summaries and statistical data that can help you analyze system behavior and aids in the assessment of resources required to meet target service levels.

Historical reports are generated from predefined or blank templates that can be configured to include specific data fields and entities. Templates can also be customized for a unique look. Some templates can be generated in either a tabular or graphical format.
The integrated scheduler allows you to print, email, or export reports to a variety of external formats (such as Excel, HTML, and PDF) at required times.
 

Report Retention

ShoreTel Connect CLOUD Contact Center current historical reports are retained for 12 months.

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Article Contents

Refer to the following sections for information on how to manage reports:

Access Contact Center Reports

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Complete the following steps to access the Contact Center Reports in the ShoreTel Sky portal:

  1. In a web browser, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, type your email address or phone number.

  3. In the Password field, type your password.

  4. Click Log In.

  5. Navigate to Team > Contact Center Reports to view the Contact Center Historical Reports dashboard.

The Contact Center Historical Reports dashboard contains the following items:

Display Tooltip Help

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Click the field name or column name in the reports to display the description of the field at the bottom of the page.

Copy Reports

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  1. In a web browser, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, type your email address or phone number.

  3. In the Password field, type your password.

  4. Click Log In.

  5. Navigate to Team > Contact Center Reports to view the Contact Center Historical Reports dashboard.

  6. In the Contact Center Reports table, select the report you want to copy, and click Copy.

You can sort reports by clicking the column titles in the reports table. You also can narrow the selection of report names by entering all or part of the report name in the search text field in the upper, right corner of the reports table.

Delete Reports

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  1. In a web browser, navigate to portal.shoretelsky.com.

  2. In the Email Address or Phone Number field, type your email address or phone number.

  3. In the Password field, type your password.

  4. Click Log In.

  5. Navigate to Team > Contact Center Reports to view the Contact Center Historical Reports dashboard.

  6. In the Contact Center Reports table, select the report you want to delete, and click Delete.

You can sort reports by clicking the column titles in the reports table. You also can narrow the selection of report names by entering all or part of the report name in the search text field in the upper, right corner of the reports table.

ShoreTel Dates

Created Date 2015-09-14 - Modified Date 2017-09-08


Article: 000011661