Installation guide

Running a report 7-3
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Running a report
This section describes how to start the Contact Center Reporter and run a report.
Note the following:
• You cannot run reports on time periods for which you have archived the Call Log.
Archiving removes information from the Wave database and makes it unavailable for
reports.
• If you are running the Contact Center Reporter on a computer other than the Wave Server
(for example, on a ViewPoint PC), make sure that the clocks on the two computers are
synchronized. All report times and dates are based on the clock of the local PC where you
run the report.
• To run some reports, you must first define general Reporter Options. See “Setting general
Reporter options” on page 7-8.
About report templates
Each report is based on a report template (XLT) file stored on the ViewPoint PC and reserved
for the Contact Center Reporter’s own use. When you run a report, you make changes to the
template’s options.
Important: Do not modify Contact Center report template files directly! If you modify
report templates in any way, your changes will be lost, because Wave regularly overwrites the
templates. If you want to permanently modify a report template, save the XLT file with a
different name so that it is not automatically overwritten by the Contact Center Reporter.
Backups of original reports
Because a user may accidentally overwrite a shared report (see “Making a report Shared or
Local” on page 7-11) by sharing one of his own reports with the same name, backup copies of
the original Wave report templates are provided in the Reports_backup directory in the Wave
Server directory.
Release 2.0 Service Pack 1
April 2011