Configuring call center report profiles and generating reports

The Call Center > Report > Report tab displays a list of report profiles.

A report profile is a group of Setting that contains the report name, its subject matter, its schedule, and other aspects that the FortiVoice unit considers when generating reports from log data. The FortiVoice unit presents the information in tabular and graphical format.

You can create one report profile for each type of report that you will generate on demand or on a schedule.

Generating reports can be resource intensive. To avoid phone processing performance impacts, you may want to generate reports during times with low traffic volume, such as at night. For more information on scheduling the generation of reports, see Configuring call center report profiles and generating reports.

To view and configure report profiles

1. Go to Call Center > Report > Report.

   GUI field	Description
   Clone	Select a report and click this button to duplicate a report with a new name.
   Generate	Select a report and click this button to generate a report immediately. See Configuring call center report profiles and generating reports.
   View Reports	Click to display the list of reports generated by the FortiVoice unit. You can delete, view, and/or download generated reports. For more information, see Viewing generated reports.
   View Supported Query	Click to display supported query summary.
   Name	Displays the name of the report profiles.
   Department	The department to which the report belongs.
   Schedule	Displays the frequency with which the FortiVoice unit generates a scheduled report. If the report is designed for manual generation, Not Scheduled appears in this column.

2. Click New to add a profile or double-click a profile to modify it.

   A multisection dialog appears.

3. In Name, enter a name for the report profile.

   Report names cannot include spaces.

4. In Department, select the department for this report.

For information on departments, see Creating extension departments.

5. Collapse each option and configure the following as needed:
   • Configuring the report query selection
   • Configuring the report time period
   • Configuring call center report profiles and generating reports
   • Configuring call center report profiles and generating reports
   • Configuring call center report profiles and generating reports
6. Click Create.

Configuring the report query selection

When configuring a report profile, you can select the queries that define the subject matter of the report.

Each report profile corresponds to a chart that will appear in the generated report.

To configure the report query selection

1. Go to Call Center > Report > Report.
2. Click New.
3. Expand Query List and click New.
4. Configure the following:

   GUI field	Description
   Name	Enter a name for this query.
   Category	Select a category for the report profile. The report chart will correspond to the category selected.
   Sub category	Select a sub query type for the report profile. The report chart will correspond to the type selected.
   Query	Depending on your selection of Category and Sub category, choose the specific report you want to generate. Depending on the report you choose, select queues or agents for which you want to generate reports.

5. Click Create.

Configuring the report time period

When configuring a call center report profile, you can select the time span of log messages from which to generate the report.

To configure the report time period

1. Go to Call Center > Report > Report.
2. Click New.
3. Expand Period to select the time span option you want. This sets the range of log data to include in the report.
4. For Type, choose a relative time, such as Today, Yesterday, Last N hours, and so on. If you select an option with an unspecified “N” value, enter the number of hours, days or weeks in the Value field, as applicable.