The following table lists the reports available on the Reports page:
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Name
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Description
|
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Account By Agent
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Displays a summary of agents who handled the contacts for the accounts during the current interval.
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Agent by Routing Service
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Displays how the agents use routing services for the current interval.
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Agent Configuration
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Displays the agent information and properties.
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Agent Login/Logout
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Displays the login and logout information of agents.
The information includes the login and logout time, total login duration, and the attributes associated with agents when they log in to the reporting interval.
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Agent Not Ready By Reason Code
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Displays the reason code associated with the agent auxiliary state.
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Agent Performance
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Displays the performance and productivity of an agent by channels for the current interval.
This report consists of four reports:
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Agent Performance Summary: Displays the performance and productivity of an agent by Channels for the current interval.
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Agent Performance Top 5 and Bottom 5: Displays a performance summary of the top five and the bottom five agents for the current interval.
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Agent Compare: Displays a comparison of different agent measures.
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Agent Behavior: Displays individual occurrences of agent behaviors that are associated with engagement handling activities.
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|
Agent Trace
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Displays the call activities, state changes, and the time when these events occurred for an agent who is traced.
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Call Profile Abandoned
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Displays the number of calls that were abandoned for each of the routing services in a Routing Service Group.
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Call Profile Active Time Duration
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Displays the duration for which calls were active for each of the routing services in a Routing Service Group.
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Call Profile Answered
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Displays the number of calls that were answered for each of the routing services in a Routing Service Group.
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Call Profile Waiting in Queue
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Displays the number of calls that were waiting in a queue for each of the routing services in a Routing Service Group.
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Contact Center
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Displays the performance summary of a contact center site.
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Contact Detail
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Displays the details of segments, segment durations of an engagement, and a count of email engagements.
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|
Engagement Report
|
Displays the data related to the customer engagements across various parameters.
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Messaging Engagement Report
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Displays the data related to customer engagements originated on the Messaging channel across various parameters.
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Routing Service
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Displays the overall performance of a routing service for the selected interval.
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Supervisor
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Displays a summary of the supervisor’s activity for the current reporting interval.
This report consists of three reports:
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Supervisor Activity: Displays a summary of the supervisor’s activity for the current reporting interval.
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Supervised Agent Activity: Displays details of supervised agents and their behavior aspects in the current reporting interval.
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Supervised Agent Compare: Displays a comparison of supervised agents for the current reporting interval.
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VDN
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Displays the overall performance of a routing point for customer experience.
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