Historical reporting dashboard

Last Updated : Jun 13, 2023 |
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The historical reporting dashboard displays the historical data of the contact center resources, such as agent performance for a specified time interval. You can use the canned reports in the folders for interval, daily, and monthly based reports. For visual reports with images, graphs, and charts, you can use the canned dossiers from the Dossier folder.
Avaya Analytics™ provides the following canned reports and dossiers. For more information about using the historical reporting dashboard, see the Using Analytics for Avaya Experience Platform™ Public Cloud.
The reports and dossiers are based on 15–minute historical intervals, Daily, and Monthly roll-up data.
Historical reports based on 15 minutes fixed intervals
Reports
Description
Agent Login/Logout
A report that displays login and logout events for each agent, and the session duration for each agent login.
Agent Performance
A report that displays the overall performance and productivity of an agent for the selected duration.
Agent Performance By Channel
A report that displays the performance and productivity of an agent by channel for the selected duration.
Agent Performance Top 5
A report that summarizes the agent performance information for the top 5 agents, that is, those who successfully completed the highest number of customer interactions.
Contact Detail Report
A report that displays the performance summary of a contact center site.
Queue Performance
A report that displays the performance in a queue for the current interval.
Queue Performance By Channel
A report that displays the performance in a queue for a selected channel for the current interval.
Agent Not Ready By Reason Code
Displays the agent's reason code for changing the state to Not Ready for a selected interval.
Agent by Queue Performance
Displays the interactions that an agent handles for each queue during the current interval.
Agent by Disposition Code
Displays the disposition code an agent associates with any interaction.
Emergency Calls
Displays the interaction details of all emergency calls made for the current interval.
Supervisor Monitoring Summary By Channel
Displays the observe, coach, and barge activities for a supervisor for the current interval.
Callback Detail
Displays details of all interactions and their associated callbacks.
Agent and Routing Service Performance reports based on daily roll-up data. The supported interval options are Daily, Weekly, Monthly and Yearly.
Historical reports based on daily roll-up data
Reports
Description
Agent Performance By Channel Daily
A report that displays the performance and productivity of an agent by channel for the selected duration.
Agent Performance Daily
A report that displays the overall performance and productivity of an agent for the selected duration.
Agent Performance Top 5 Performance Daily
A report that summarizes the agent performance information for the top 5 agents, that is, those who successfully completed the highest number of customer interactions.
Queue Performance Daily
Displays the performance in a queue for the selected duration.
Queue Performance By Channel Daily
Displays the performance in a queue for a selected channel for the selected duration.
Agent Not Ready By Reason Code Daily
Displays the agent's reason code for changing the state to Not Ready for a selected duration.
Agent by Queue Performance Daily
Displays the interactions that an agent handles for each queue during the selected duration.
Agent by Disposition Code Daily
Displays the disposition code an agent associates with any interaction for the selected duration.
Supervisor Monitoring Summary By Channel Daily
Displays the observe, coach, and barge activities for a supervisor for the selected duration.
Agent and Routing Service Performance reports based on monthly roll-up data. The supported interval options are Monthly and Yearly.
Historical reports based on monthly roll-up data
Reports
Description
Agent Performance By Channel Monthly
A report that displays the performance and productivity of an agent by channel for the selected duration.
Agent Performance Monthly
A report that displays the overall performance and productivity of an agent for the selected duration.
Agent Performance Top 5
A report that summarizes the agent performance information for the top 5 agents, that is, those who successfully completed the highest number of customer interactions for the selected duration.
Agent Not Ready By Reason Code Monthly
Displays the agent's reason code for changing the state to Not Ready for a selected duration.
Agent by Queue Performance Monthly
Displays the interactions that an agent handles for each queue during the selected duration.
Queue Performance Monthly
Displays the performance in a queue for the selected duration.
Queue Performance By Channel Monthly
Displays the performance in a queue for a selected channel for the selected duration.
Agent by Disposition Code Monthly
Displays the disposition code an agent associates with any interaction for the selected duration.
Supervisor Monitoring Summary By Channel Monthly
Displays the observe, coach, and barge activities for a supervisor for the selected duration.

Report based on no specific time

Reports
Description
Agent Configuration
A report that displays agent information and agent properties, such as agent login ID and agent display name.
Dossiers available based on interval, daily, and monthly roll-up data
Dossier
Description
Agent Performance By Channel
A report that displays the performance and productivity of an agent by channel for the selected duration.
Agent Performance
A report that displays the overall performance and productivity of an agent for the selected duration.
Agent Not Ready By Reason Code
(Interval only)
Displays the agent's reason code for changing the state to Not Ready for a selected duration.
Agent by Queue Performance
Displays the interactions that an agent handles for each queue during the selected duration.
Queue Performance
Displays the performance in a queue for the selected duration.
Queue Performance By Channel
(Interval only)
Displays the performance in a queue for a selected channel for the selected duration.
Agent by Disposition Code
Displays the disposition code an agent associates with any interaction for the selected duration.
Agent Login/Logout Report
Displays the login and logout events for each agent, and the session duration for each agent login. This dossier displays the information for interval-based data only.
This dossier is available only for interval-based data.
Agent Configuration
Displays agent information and agent properties.
This dossier is not based on a specific time interval.
Contact Detail Report
Displays the end-to-end details of all customer interactions across various parameters.
Emergency Calls
(Interval only)
Displays the interaction details of all emergency calls made for a selected reporting period.
Supervisor Monitoring Summary By Channel
(Interval only)
Displays the observe, coach, and barge activities for a supervisor.