The following table lists the reports and dossiers based on a selected interval available on the Interval page:
Name |
Description |
Agent Configuration |
Displays the properties configured for an agent, such as agent login ID. This report is not based on a specific time. |
Agent Login/Logout |
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. |
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. |
Contact Detail |
Displays the end-to-end details of a customer interaction. |
Queue Performance |
Displays the performance in a queue for the selected 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 reason that an agent associates with any interaction during the current interval. |
Supervisor Monitoring Summary By Channel |
Displays the observe, coach, and barge activities for a supervisor. |
Emergency Calls |
Displays the interaction details of all emergency calls made for a selected reporting period. |
Call Back Detail |
Displays historical details of all interactions and associated callbacks. |
