Another report option is generating the "Call Code Report" in order to quickly view the types of after hours calls your organization is receiving
1. Log into CXM
2. Using the top navigation bar, hover over the "Reports" icon and choose "Call Code Report" from the dropdown list:
3. Choose the correct office location from the drop down list and enter the start time for the report and the end time and click "Run Report": The start/end times may be as short as a few hours to as long a quarter or year.
*The report call also be filtered, to choose specific call codes. Use the filter option on the right side of the screen.
4. The report will download as an Excel file onto your computer. Open the Excel file to view.
The file can be saved on your computer, used for pivot tables, heatmaps, etc.