The following table lists the reports and dossiers based on a selected interval available on the Interval page:
|
Name
|
Description
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Agent Configuration
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Displays the properties configured for an agent, such as agent login ID. This report is not based on a specific time.
|
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Agent Login/Logout
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Displays each agent login and logout information for every session and the login duration for each session.
|
|
Agent Performance
|
Displays the overall performance and productivity of an agent for the selected duration.
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Agent Performance By Channel
|
Displays the performance and productivity of an agent by channel for the selected duration.
|
|
Agent Top 5 Performance
|
Displays a performance summary of the top five agents for the selected duration.
The Agent Top 5 Performance report is a subset of Agent Performance.
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Contact Detail
|
Displays the end-to-end details of a customer interaction.
|
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Queue Performance
|
Displays the performance in a queue for the selected interval.
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Agent Not Ready By Reason Code
|
Displays the agent's reason code for changing the state to not ready for a selected interval.
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Agent by Queue Performance
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Displays the interactions that an agent handles for each queue during the current interval.
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Agent by Disposition Code
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Displays the reason that an agent associates with any interaction during the current interval.
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Supervisor Monitoring Summary By Channel
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Displays the observe, coach, and barge activities for a supervisor.
|
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Emergency Calls
|
Displays the interaction details of all emergency calls made for a selected reporting period.
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Call Back Detail
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Displays historical details of all interactions and associated callbacks.
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