You can organize your custom reports according to the category. Many system categories are available in your environment, including 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. If none of those categories matches your reports the way you would like, you can create custom categories by which to organize your custom reports.
When you create a custom reporting category, you can edit it later. You cannot, however, modify a system category. You can also deactivate custom reporting categories you do not want anyone applying to custom reports, and you can activate an inactive category later.
