- Go to the Reports tab of the supervisor’s automated workplace.
- Select the report type.
- Configure the Period filter.
- Configure the Channels filter if it is available for the selected report type.
- Configure the Layer filter if it is available for the selected report type.
- If necessary, enable the Remember my choice for the next time checkbox to save the specified filter settings.
- Click Create report and select the report format: CSV, XLSX, JSON.
The maximum number of report rows that can be uploaded is 300,000.
- Wait for the report to be generated in the Recent reports section.
- Click on the download icon in the row of the required report with the status Generated.
The Recent reports section contains the history of generated reports.
By default, the generated report is stored in the history for 10 days. To extend this period, send a request to technical support support@edna.io.
To delete all recent reports, click Clear history.
Report Types and Filters
You can configure filters for each report type. Available report types:
| Report type | Filters |
| Workload | Period, Layer |
| Operational performance | Period, Layer |
| Agent status log | Period, Layer |
| Processing performance | Period, Channels, Layer |
| Summary report of incoming threads | Period |
| Messages report | Period, Layer |
| Survey results | Period, Channels, Layer |
| Pinned messages | Period, Layer |
| Feedback report | Period |
How to Configure the “Period” filter
- In the Group by setting, select the option to group the report rows within the selected period:
- Hour: data for every hour.
- Day: data for every day.
- Week: data for every week.
- Month: data for every month.
- Year: data for every year.
The setting is only available for the Workload, Operational performance, and Summary report of incoming threads report types.
- In the Time period drop-down list, select the period for which you want to view the report.
Available options: Current day, Current week, Current month, Custom. - If you selected the Custom option in the previous step, specify the beginning and end of the report period.
The maximum period is 93 days. - In the Time zone drop-down list, select the time zone in which you want to run the report.
How to Configure the “Layer” filter
- In the Group by setting, select the option to group the report rows within the selected period:
- Agent: data for each agent, indicating their attributes, supervisor, and department.
- Supervisor: data for each supervisor, indicating their attributes and department.
- Department: data for each department with its attributes.
The setting is only available for the Workload and Operational performance report types.
- In the Report on setting, select the option to upload the report:
- Contact center: a report on all contact center agents.
- My group: a report on the agents subordinate to your supervisor group.
- Custom: a report on selected agents, departments, or bots.
The selection of bots is only available for the Processing performance report type.
How to Configure the “Channels” filter
The filter is only available for the Processing performance and Survey results report types.
Select the required channels from the drop-down list, or click All channels to select all available channels.