How to Login:
Follow this link - Shadow A1
Login using your username and password you created.
The page will open to you Home tab, this screen will show data from across all call centers, you can customize your personal Dashboard to show your live queue data directly.
Running Reports:
Select the Reports icon on the left pane.
Most reports you will run will want to be from the Call Center icon. Feel free to click through all the options and experiment with what data you want to see and report on. Each will give various data from number of calls answered, dropped, user login times, call times, call handling times, wait times and more.
Once you select the report you want to run, click on the “New” button and give your data a filter to record a name. Once you name it you can select the report data filter from the “Apply Filter” drop down menu
Once inside the new blank filter you can populate this with the data you needed, including date ranges and phone numbers. Make sure to select your employees or your queue.
Once your filter is set click on the “Run Report” button.
When you click on the “Run Report” button they will open and look much like this.
Mark Reports as Favorites:
Once you find the reports you like you can also add these to the Favorites card on the Home tab. Click on the double arrow at the top left of the page below the word Shadow, find the report you want to run, right click that report name and select Add to Favorite. This will make it you do not have to go through the Reports screen each time you want to pull that data and can see it from the Home tab once you initially login.
Feel free to reach out to the Help Desk or Gus Calder for further assistance.