Teams, Contact Center, Accessing the Reports application

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

Installing TouchPoint Reports

Send a request to contactcenter@illinois.edu and ask for permission to the SharePoint location of the Reports installer and registry key. Once permission is granted you will receive an email with the link. There is a Microsoft Word document in the same location with installation instructions named "PLEASE READ INSTRUCTIONS FOR REPORTS".

Once installed, 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 a unique TouchPoint password. This password may be different than your univeristy NetID login. If you need to reset your reports login password, please email contactcenter@illinois.edu. 

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.


Keywords:
Teams, Team, Contact Center, touchpoint, touchpoint reports, contact center reports, reporting 
Doc ID:
94000
Owned by:
Lync Manager G. in University of Illinois Technology Services
Created:
2019-08-21
Updated:
2026-06-24
Sites:
University of Illinois Technology Services