Introduction to historical reports

Last Updated : Apr 11, 2023 |

Historical reports display, report, and summarize the past performance of any measured subset of the Automatic Call Distribution (ACD). Historical reports display past data for various agent, split/skill, trunk/trunk groups, Vector Directory Number (VDN), and vector activities, such as number of ACD calls, abandoned calls, average talk time, and average speed of answer.

The information in historical reports will give you a sound basis for decisions concerning the following:

  • Mix of trunk facilities

  • Split or skill size

  • Agent assignments

  • Consistent and objective performance standards

  • Performance evaluations

Note:

CMS supports additional time zones for archiving and reporting of daily, weekly, and monthly data of historical reports. In addition to the time zone of the default ACD, another time zone from the list of 600+ possible time zones can be administered to archive and aggregate the data for historical reports. If customers select a time zone that has not been administered to archive the data, the customers will not see any data in the daily, weekly, and monthly reports.

Tables supporting additional time zones are:

  • hagent, hcwc, hsplit, htkgrp, htrunk, hvector, hvdn, haglog

  • dagent, dcwc, dsplit, dtkgrp, dtrunk, dvdn, dvector,

  • wagent, wcwc, wsplit, wtkgrp, wtrunk, wvdn, wvector

  • magent, mcwc, msplit, mtkgrp, mtrunk, mvdn, mvector

  • agex, tgex, vdnex, vecex, spex, mctex, fullex, linkex

  • ag_actv, call_rec

You can enter the required time zone using the report selector.

Note:

In the historical report output description, the requested time zone is listed in the report output header if the time zone is not the default time zone.

The Expert Agent Selection (EAS), Vectoring, and Graphics reports are also included in this chapter. If you do not have the EAS feature, Vectoring feature, or Graphics package, those report items do not appear on your menu. The reports you see depend on your communication server type, permissions, and system performance.

In CMS Supervisor Web, a Designer folder exists in all the report categories. When you create a new report, create a report copy, upload a report from your device, or migrate a report, CMS Supervisor Web saves the report in the Designer folder. You cannot rename or delete this folder. However, you can create sub-folders within the Designer folder and store your reports in these sub-folders.