Generating the Selected Hours Report

The Selected Hours Report shows daily totals of every agent's productive hours. Productive hours are determined by built-in and custom statuses selected by users.

To generate the Selected Hours Report:

1. On the Reports tab, click New Report.
2. In the list of reports, choose the Selected Hours Report.
3. Enter the Report Name and Report Description.
4. Select the Time Period.
5. Select the Data Filters.
6. Select Report Generation and choose from the following options:
   1. Schedule
      1. Run On Demand
      2. Schedule
   2. Select Format
      1. PDF
      2. CSV
   3. Send To (single email address or a mailing list)
7. Click Create.

8. The Selected Hours Report is generated.

9. Click the Run icon next to the instance of the report.

While generating reports, you have two options - Run On Demand and Schedule.

Run On Demand: While creating a new report or editing an existing report, the report's schedule can be set to run on demand.

Schedule: While creating a new report or editing an existing report, the report's schedule can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later, then it will automatically be generated on the scheduled day and time without the need to click Run.

1. Click the PDF/Page icon and generate the output of that report, as shown below.

   Note

   The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The Selected Hours Report is generated and is available for download.