Each report dataset represents a predefined query on the contact centre database.
Choosing a report dataset together with a grouping definition dictates what information is made available from the Contact Centre database and how it is organised and presented in the report.
Where to find this feature
Open the Workspace.
Open Live Reports from the sidebar.
Click the Reports button.
Select the Create tab.
Open the Data Set drop-down selection list.
1. Report Datasets & Templates
The available report datasets are:
Customer transaction data
Logged details of an agent's activities over a given period
Statistical information on calls that allows contact
An administrative report dataset
Dialler outcomes totals and percentages for one day
Information on the current activities of the Dialler
Interaction data for each lead
Statistical information relating to Lead Lists
Information on incoming calls