The historical dashboard reports display the historical data of the contact center resources, such as agent performance for a specified time interval. You can use these reports as references to evaluate the historical performance of contact center agents and supervisors. The data helps you understand the progress and performance over time and make informed decisions for the contact center.
Historical reports use interval-based measures to display a snapshot of the contact center. All historical summary and trend reports that return interval-based measures do not include data from the current 15-minute interval until data aggregation is run for the interval. By default, report caching settings are set to 15 minutes. Therefore, you might have to wait up to 30 minutes for the data of the current interval to display in the report.
You can also generate reports based on daily roll-up and monthly roll-up data. The daily reports do not include data for the current day because the data is calculated only the next day. The monthly reports do not include data for the current month because the data is calculated the next month.
The default data retention period for historical reports is 1 year. An asterisk (*) on an agent login ID indicates a deleted user.
Historical Reporting offers:
A web-based reporting application that provides historical reporting through a simplified interface
With this interface, you can visualize the performance of the contact center over a specified reporting time. The interface provides enhanced user experience for report creation.
Consolidation of historical contact center performance and customer data across the contact center
Extensive library of tables, graphics, and ready-to-use displays
Filtering options
Options to export reports to Excel and PDF formats
Ability to schedule reports to run at user-defined intervals
Ability to schedule reports to run based on daily roll-up and monthly roll-up data
Options for calculated measures
Facility for time zone reporting to display data in the preferred time zone
Multiple predefined reports
Option to create custom reports or modify reports to meet your business requirements
Option to create a report or dossier with data from external files, such as Excel, JSON, or CSV files saved in your machine.
You can use the Historical Insights view to visualize data from Historical Reporting.
