Reports

Selecting the Reports list

Select the Reports option From the Tool Bar, file menu or shortcut key Ctrl+4

Select the report you wish to view from the list above. Then click ‘Next’ to set parameters.

Depending on what type of report is selected (call, customer or knowledge base) will determine which set of parameters is shown. For this example I have chosen the ‘Call Summary’ report, which has displayed the call parameters. I only want to see calls which have a high severity, to do this I have selected ‘High’ in the dropdown list for severities, as shown above. Click ‘Print’ to display the report.

All reports can be printed or exported in various different formats. The report can also be searched by click on the binoculars in the top right hand corner of the report. There is also a refresh button that can be used if you leave the report open for a period of time and data has changed.

Some reports have information displayed in groups like the above report. Clicking on treeview icon highlighted below can easily access these groups of data. This can be especially useful when viewing large amounts of data.