The Workbench is designed to allow you to create your own reports and search for specific information obtained by the ACD.
Security: Only users with the supervisor role can access this section.
Click the Workbench tab in the Navigation Panel (Left side of ACD)
When it is first opened your report is blank. You have not selected any information for the Workbench to put together for you yet.
- Today - pulls call data from today's date
- Yesterday - pulls call data from the previous day's date
- Last Week - pulls call data from from the last 7 days
- Last Month - pulls call data that occurred in the previous month
Next choose what you want to Group By. Use the provided link if you need further clarification on what any of the terms mean you want to select. Terminology Article
These add groups to the report by creating new columns. The more you select the more columns that appear in the order you selected them. Like pictured below. You can always move the columns around by clicking the the header at the top of the column and dragging it over another column.
Once your report has the Group Bys you want, you can add Filters/Fields for less or more information.
You can search for specific Filters to add to the report by typing in the box or scroll down to see list.
Allows you to see only what you filtered for while still pulling data that's associated with your selected conditions. Filters are below Time Period on the left side in the configuration panel.
Filters can also be applied at the top of each column by typing the desired information into the blank box once the report is populated.
You can search for specific Fields to add to the report by typing in the box or scroll down to see list.
These add more information to your report by creating new columns. They are located below Group By on the left in the configuration panel. The more you select the more columns that appear in the order you selected them.
Naming your report:
When you open Workbench the title of the unedited report is New Report. Once you have created your report, click the Options button then Save. This will pop a box for you to enter the title you wish and save.
If anyone has already been in Workbench and saved a previous report, you can click the report title box located next to the Options button and it will show all reports created. Type in a report's name and it will filter for your selection. Click one and it will load. (Please note that any changes to the report once saved are permanent. But you can undo the last save by clicking the options button and then Load Previous Version)
Clicking New next to the Options button will create a brand new report starting from scratch. You cannot go back once it is clicked.
Located to the right of the Report Title is the Options button. This will give you choices of Save if it is a new report or Save As if you are on an existing report so you can name it something else.
Located below the Save button is a . This collapses the configuration panel in Workbench so you can maximize your viewing screen for reporting. Click it again to re-expand the configuration.
Drilling Down in Reporting:
You will notice that in certain columns the data is blue. You can actually click these to drill down deeper into your reporting.
Once you have drilled down your report will change providing more specific call details and including call recordings. Get back to your original page by using the bread crumbs located in the top left corner under the save button.
Click the download button to have a few export options if you would like to view in Excel or Notepad for example.