Standard Historical Reports page field descriptions

Last Updated : Mar 07, 2022 |
Prolog information
Metadata
Keywords:
The following table lists the folders and documents available on the Standard Historical Reports page:
Name
Description
Daily
Contains all canned reports that you can use to:
  • Customize respective documents
  • Create new documents and dossiers
These reports are based on daily roll-up data tables.
Monthly
Contains all canned reports that you can use to:
  • Customize respective documents
  • Create new documents and dossiers
These reports are based on monthly roll-up data tables.
Reports
Contains all canned reports that can be used to:
  • Customize respective documents
  • Create new documents and dossiers
These reports are based on interval data tables.
Call Profile (Original)
Contains the following Call Profile (Original) reports:
  • Call Profile Abandoned
  • Call Profile Active Time Duration
  • Call Profile Answered
  • Call Profile Waiting in Queue
Call Profile (Enhanced)
Contains the following Call Profile (Enhanced) reports:
  • Call Profile Abandoned
  • Call Profile Active Time Duration
  • Call Profile Answered
  • Call Profile Waiting in Queue
Account By Agent
Displays a summary of agents who handled the contacts for the accounts during the current interval.
Agent By Routing Service
Displays how the agents use routing services for the current interval.
Agent Configuration
Displays the agent information and properties.
Agent Login/Logout
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.
Agent Not Ready By Reason Code
Displays the reason code associated with the agent auxiliary state.
Agent Performance Summary
Displays the performance and productivity of an agent by channels for the current interval.
Contact Center
Displays the performance summary of a contact center site.
Contact Detail Report
Displays the details of segments, and the segment durations of an engagement.
Engagement
Displays the data related to the customer engagements across various parameters.
Messaging Engagement Report
Displays the data related to customer engagements originated on the Messaging channel across various parameters.
Routing Service
Displays the overall performance of a routing service for the selected interval.
Supervisor
Displays a summary of the supervisor’s activity for the current reporting interval.
Time Series
Displays the engagement of agents with an individual routing service for the current interval.
VDN Summary
Displays the overall performance of a routing point for customer experience.