Call center reports overview

Accolades can generate several types of reports based on the call center activity. To enable further processing of data, the reports can be downloaded to the supervisor computer.

The report page can be accessed from the Call Center module, by selecting the Reports option.

To generate a report, the supervisor will have to first fill in the fields from the corresponding report section and after that the View button has to be clicked.

View and download

A generated report will be displayed first to the Accolades interface. If the supervisor desires, he can download the report by pressing the Download button, placed in the page menu.

Templates

Some types of reports can save up to 6 templates for certain types of data. For example, a template can be defined for all calls processed today, from 08:00 to 16:00 (first shift). Using templates, the supervisor does not have to set up the input fields each time a repetitive report is generated.

The steps for adding a new template are as it follows:

• To save a template, the "Template" field has to have the "Custom" value selected, for all fields to be visible;
• The supervisor will set up all the fields for generating the report;
• The fields with dates can only have relative values (today, yesterday), exact days are not allowed;
• After the fields have been set up, the supervisor has to press the Save template button, visible after the section menu button is clicked (the button near the report name);
• The supervisor will select one of the 6 slots for saving the template (if a slot with an existing template is selected, it will be overwritten);
• After selecting a location, Accolades will ask for a name and a description for the template;
• The template will be saved after pressing the Save template button, placed under the description field.

To edit an existing template, the supervisor has to take the following steps:

• The supervisor will select the existing template, using the "Template" field;
• After the template has been selected, the supervisor will select the "Custom" option for the "Template" field;
• The fields for the report will be displayed, with the values of the previously selected template;
• The steps from the add template section will have to be followed.