Run a standard QM report

Reporting allows you to run, view, and export informational reports on Calabrio ONE data. Your administrator determines which reports are available to you by product, report type, and role. The Reporting toolbar gives you access to standard QM reports and reports you have saved for reuse.

BEST PRACTICE   Before you run a standard report, know what data you need to access and how best to filter it. Use the smallest possible date range, and use many targeted searches as opposed to a single large search. You can also use group, team, and agent filters to get specific data without running a report for all groups or teams in your system. Let the report finish running before requesting a new report.

Prerequisites

The proper permissions for the report you want to run. The permissions you need can vary depending on the report. See Manage roles and permissions for QM and Analytics for the full list of Reporting permissions.

Page location

Reporting

Procedures

Run a report

  1. Click QM or Saved from the Reporting toolbar.
  2. Click the report name to display the report’s setup page.

  3. Complete the report setup information. Choose the date, criteria, format, and fields to be included in the report.

    NOTE   For all standard QM reports, the date filter searches based on the date the contact was recorded, not the date the contact was evaluated.

    NOTE   If the report allows you to choose the fields that appear in the report and their order, when you click Run Report or Save As, the selected fields become the default fields for the report for you. Other users do not see your choices when they run the report.

  4. (Optional) Choose whether to enable recurrence for the report.

    (Optional) Choose whether to email recurring reports to email addresses you enter in the Destination section. At least one email address is required. Email addresses are separated by semicolons. If Calabrio ONE is configured to email reports, you can set a report to run automatically at specified intervals for a specified length of time or indefinitely.

    EXAMPLE   [email protected];[email protected]

    NOTE   There is a 10 MB attachment size limit for reports that are emailed. The size of the generated report depends on the amount of data included (the number of agents or service queues, for example). To check the size of the report, generate it manually as a PDF or CSV first. If the report is large, break it into smaller reports to ensure it meets the size limitation.

    The email includes your email address in the From field (as the user who scheduled the report). If your email address is not available, the email address will be <your first name>.<your last name>@automated.report.

    NOTE   To use Recurrence, you must save the report for future use.

  5. Click Run Report to run the report immediately.

Save a report

  1. Click QM from the Reporting toolbar.
  2. Click the report name to display the report’s setup page.
  3. Complete the report setup information. Choose the date, criteria, format, and configure the fields to be included in the report.
  4. (Optional) Choose whether to enable recurrence for the report.
  5. Click Save As to save the report for future use.
  6. Enter a name for the report in the Save As text field then click Save.
  7. When you save a report’s configuration, you can access it by clicking Saved in the Reporting toolbar and then clicking the report name.

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