Historical reports are used to obtain information about past call center activity. The powerful, yet easy to use, Mitel MiVoice Connect (formerly known as Connect ONSITE) Contact Center Historical Reports application provides activity summaries and statistical data that can help you analyze system behavior and aid in the assessment of resources required to meet target service levels.
Historical reports are generated from predefined or blank templates that can be configured to include specific data fields and entities. Templates can also be customized for a unique look. Some templates can be generated in either a tabular or graphical format.
Additional powerful tools, such as sorting and filtering, are provided to support a comprehensive and flexible environment for generating sophisticated reports that do not require you to know about database tables, SQL queries, or programming languages.
An integrated scheduler enables automated reports to be printed, emailed, or exported to a variety of external formats (such as Excel, HTML, and PDF) at specific times.
Refer to Mitel Connect Contact Center Reports Help Field Reference for field reference information for historical reports.Refer to the following sections for more information about Mitel MiVoice Connect Contact Center reports: