User guide

About the Contact Center Reporter 13-2
Chapter 13: Running Contact Center Reports
Wave ViewPoint User Guide
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, 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.
Contact Center Reporter requirements
To run the Contact Center Reporter, you need the following:
• Microsoft Excel 2003 SP3 or higher must be installed on the ViewPoint PC.
• Wave permission to run reports. You must have the permission
Access Contact Center
Reporter
set to Allow. See Chapter 11 in the Wave Global Administrator Guide for
instructions on setting permissions.
• A Contact Center Reporter license is required to run many reports. However, you do not
need a Contact Center Reporter license to run the following reports:
• Call Log report
• Call Transfer report
• Grouped Service Level report
• Outbound Call Comparison report
• Outbound Calls By Phone Number report
• Outbound Long Distance Summary report
• Unanswered Calls During Business Hours report
• User Call Trends report
• To avoid a potential error when running reports, you must obtain the following updates
from the Microsoft Download Center (www.microsoft.com/downloads) and install them
on the ViewPoint PC:
• KB955466 (Excel 2003 update)
• KB907417 (Office 2003 update)
Release 3.0
October 2012