Required security profile permissions Custom Reports Categories Edit
By default, the following system categories are available for you to attach to your custom reports: ACD (automatic call distribution)Automated Call (or Contact) Distribution; system that recognizes, routes, and connects contacts to available agents based on skill and priority., Agent, Blended, Contact, IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., Personal Connection, and WFO. These categories help you organize your report templates and sort them by category in the report template table. You can create your own custom categories by which to sort your report templates.
