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, Configuring the report schedule.

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 report email notifications.
   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 about 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 report email notifications
   • Configuring the report schedule
   • Generating a report manually
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.

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.

4. 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. If you select an option with an unspecified “N” value, enter the number of hours, days or weeks in the Value field, as applicable.

Configuring report email notifications

When configuring a report profile, you can have the FortiVoice unit email an attached copy of the generated report, in either HTML or PDF file format, to designated recipients.

You can customize the report email notification. For more information, see Configuring call report profiles and generating reports.

To configure an email notification

1. Go to Call Center > Report > Report.
2. Expand Email.
3. Enter the email address of the person who will receive the report notification in the Recipients field. Click + to enter more email addresses if necessary, or click x to remove an address.
4. In the File format field, select the format of the generated attachment, either HTML, PDF, CSV ZIP,or CSV.

Configuring the report schedule

When configuring a report profile, you can select when the report will generate. Or, you can leave it unscheduled and generate it on demand. See Generating a report manually.

To configure the report schedule

1. Go to Call Center > Report > Report.
2. Expand Schedule.
3. Configure the following:

GUI field

Description

Type

None: Select if you do not want the FortiVoice unit to generate the report automatically according to a schedule. If you select this option, the report can only be generated on demand. See Generating a report manually. Daily: Select to generate the report each day. Also configure Hour. Weekdays: Select to generate the report on specific days of each week, then select those days in These weekdays. Also configure Hour. Dates: Select to generate the report on specific date of each month, then enter those date numbers in These days. Also configure Hour.

Generating a report manually

You can always generate a report on demand whether the report profile includes a schedule or not.

To manually generate a report

1. Go to Call Center > Report > Report.
2. Click to select the report profile whose settings you want to use when generating the report.
3. Click Generate.

   The FortiVoice unit immediately begins to generate a report. To view the resulting report, see Viewing generated reports.