SFB Contact Center, Accessing Reporting

This document details the steps Contact Center supervisors can use to access reports for their department.

Copying the Reports application

Hold down the Windows key and type “R”, you should get a popup box. In the box, type “\\ad.uillinois.edu\contactcenter”.

Right-click the Reports icon and choose “send to” and then select "desktop". You now have a shortcut on your desktop for Reports. From now on, you can just use the desktop shortcut you created to access the Reports app.

Double-click the Reports icon on your desktop.

Signing In

The Reports application does not use your Windows credentials (your netid and password). It uses your firstname (space) lastname for the login name and your pass code for the PIN. You should have set your PIN during supervisor training. Use the steps below to access the reports.

Troubleshooting

If you cannot login and you feel you should have this access, please submit a ticket to contactcenter@illinois.edu detailing the issue, which department you are with, and your NetID.


IMPORTANT NOTE: Reports are divided into two main sections, Detailed and Historical. The Detailed Reporting section includes numerous reports for both agents and queues. The information in the Detailed Reporting section is kept for 3 months. The Historical Reporting section contains few reports and only general information. The information in the Historical Reporting section is kept for 12 months. It is recommended that you save or export the information from your reports at regular intervals to avoid losing data you may need at a later date.