Historical Reports

Historical reports are statistical reports on the activity of the contact center and its agents, agent groups, and services from a time period you specify. For example, you can view the number of calls the contact center received this year for a particular service, the amount of time an agent was logged into Ivanti Voice in a specific month, etc.

Ivanti Voice displays historical reports on the Historical Reporting page (Management Portal > Reporting > Historical Reporting).

The Ivanti Voice database does not record historical statistics while the Statistics and Metrics service is stopped. You must purchase an Historical Reporting license to use this feature. If this license is not purchased, the SME service will not store historical data.

The Historical Reporting page contains four tabs: Agent, Contact Center, Agent Groups, and Services. The settings on each tab enable you to set the parameters, such as date range and report type, for the desired reports.

A maximum of 50 items can be selected for any report. For example, less than 50 agents. For reporting on more than 50 items, it is recommended that summarized data such as Agent Groups be used instead. It is also possible to use external reporting tools such as Crystal or SSRS for reports containing more than 50 items or columns.

To Generate an Historical Report:

1.Fill in the following fields:

Time Zone - Select the time zone of the contact center for which you are generating reports.

Base Date - Select the start date for the report time span.

Historical Data Folder - Select the database containing the statistical data you want to search. In most cases, the Default option is the correct option.

Aggregation Resolution - Select the time span and interval for which you want to run the report: Day Hourly, Week Daily, Month Daily, Year Monthly.

2.Select one or more objects in a Type Of object box (which lists Agents, Contact Centers, or Agent Groups, depending on which tab you selected). Press the Ctrl key to select multiple objects.

3.Select a report type from the drop-down list beneath the Type Of object box.

4.Click the Run Report button. Ivanti Voice displays the report.

Ivanti Voice caches reports instead of continuously querying the database. Click the Cached reports button to view the reports that have been cached. To run a report for a second time and obtain new results, click the cached report and click the Remove All button. This forces Ivanti Voice to regenerate the report the next time you run it.