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Report Tool Type Descriptions

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Report Tool Type Descriptions

 

1 Agents

Table 15-1: Agents Report

Variation

Description

Agents - Detail

Shows the details of your Agent accounts.

This report displays a list of your Agents along with the personal and routing Attributes you select. For example, you can use this report to generate a list of all Agents who live in California, or who belong to a given Agent Pool, based on their routing Attributes.

Agents - Group

Shows the Routing Attributes that describe your Agents.

This report generates a list of all Agents who possess a given Attribute value. One of the main uses for Routing Attributes is to determine membership in Agent Pools. In this report, no Routing Attributes are selected: you must choose which Attributes you'd like to see. You can limit your answer to just those Agents possessing a specific Routing Attributes value by supplying a value in the Attribute's Where field.

 

Example:

 

To see all Agents who are members of your Spanish language pool:

 

  • Check the Attribute corresponding to your Spanish pool in the Group By: section.
  • Type yes in that Attribute's Where: section field.

 

(This example assumes you have just one field that determines membership in the Spanish pool and that this field is a "yes/no" field type.)

 

The Agents - Group report also lets you see some personal (i.e. non-routing) Attributes, such as the Agent's Hire Date, their City and State, etc. To see even more personal Attributes, run the Agents - Detail report.

 

2 Agent Status

Table 15-2: Agent Status Report

Variation

Description

Agent Status - Detail

Shows the details of how your Agents spent their time while signed into the platform. The default report returns metrics such as:

  • Agent Name
  • Event Time
  • Agent Presence State
  • Unavailable Reason
  • Modifier
  • Work Type
  • Total Time

Agent Status - Group

Summarizes how your Agents spent their time while signed into the platform.

By default, this report shows the total time spent in each of the possible presence states. You can expand this report to include many more statistics and grouping dimensions.

 

 

 

3 Audit Results

Table 15-3: Audit Results Report

Variation

Description

Audit Results - Detail

Shows the details of your audit queue results. Audit Queues are groups of calls that have been selected to be checked for quality of service and conformance to standards.

The default report returns metrics such as:

  • Audit Answer ID
  • Audit Rep
  • Agent
  • Audit Queue Name
  • Audit Question Answer
  • Call Session ID
  • Audit Entry ID

Audit Results - Group

Shows a summary of your audit queue results. Audit Queues are groups of calls that have been selected to be checked for quality of service and conformance to standards.

The default report returns metrics such as:

  • # Audits
  • # Answers

 

 

4 Call Interaction

Table 15-4: Call Interaction Report

Variation

Description

Call Interaction - Detail

Provides detailed information about the complete call interaction.

The Call Interaction reports describe a call from the caller's point of view. These reports use an Interaction ID to identify a customer contact from this perspective. To see information about the individual segments or "legs" of a call, use theCall Segment report types.

The default report returns metrics such as:

  • Interaction ID
  • Start Time
  • Agent Time to Answer
  • Call Length
  • Arrival Length
  • Queue Length
  • Caller Talk Time
  • Agent Time
  • Hold Length

(The list of default fields is only approximate and is subject to change.)

In addition to these metrics you can also:

Listen to call Listen to the call segment.

Display Call Viz Display the Call Visualization graph.

Call Interaction - Group

Provides summary information about the complete call interaction.

The Call Interaction reports describe a customer contact from the caller's perspective.

The default report returns metrics such as:

  • Time to Answer
  • Average Time to Answer
  • Call Length
  • Arrival Length
  • Queue Length
  • Caller Talk Time
  • Agent Time
  • Hold Length

 

 

5 Call Segment

Table 15-5: Call Segment Report

Variation

Description

Call Segment - Detail

Provides detail information about the specific segments making up your calls.

This report describes the individual segments of a call. Individual segments are identified by their Segment ID (a.k.a. Session ID). The call's Interaction ID identifies the complete call experience to which this segment contributed. To see a view of your calls from the caller's perspective, use the Call Interaction report.

The default report returns metrics such as:

  • Interaction ID
  • Segment ID
  • Start Time
  • Agent
  • Call Length
  • Arrival Length
  • Queue Length
  • Caller Talk Time
  • Agent Time
  • Hold Length

(The list of default fields is only approximate and is subject to change.)

In addition to these metrics you can also:

Listen to call Listen to the call segment.

Display Call Viz Display the Call Visualization graph.

Call Segment - Group

Provides summary information about all the call segments that were part of the call.

This report summarizes your calls by individual segments. Segments are identified by their Segment ID (a.k.a. Session ID).

The default report returns metrics such as:

  • All Segments
  • Answered Segments
  • Call Length
  • Arrival Length
  • Caller Talk Time
  • Agent Time
  • Hold Length
  • Screen Recording

 

 

6 Concurrent Agents

Table 15-6: Concurrent Agents Report

Variation

Description

Concurrent Agents - Group

Provides summary information about the number and type of concurrent Agent calls and logins.

The default report returns metrics such as:

  • Max Concurrent Agent Logins
  • Max Concurrent Calls
  • Max Concurrent Agent Calls
  • Max Concurrent VRU Calls

You can refine this report by grouping on the month, the full date or the 30 minute block time.

 

 

 

7 Multichannel Agent Activity

Table 15-7: Multichannel Agent Activity Report

Variation

Description

Multichannel Agent Activity - Detail

Shows your agent performance handling non-voice channels: chat and email, and social.

The Multichannel Agent Activity - Detail report shows detailed data from the Multichannel platform, including chat, email, SMS and Twitter. This report allows you to drill down into the details of these channels.

The default report returns metrics such as:

  • Message ID
  • Message Type
  • Agent Name
  • Assigned Time
  • Offer/Preview Length
  • Handle Length
  • Initial Disposition
  • Message Disposition

Multichannel Agent Activity - Group

Shows your agent performance handling non-voice channels: chat and email, and social.

The Multichannel Agent Activity - Group report summarizes data from the Multichannel platform, including chat, email, SMS and Twitter. This report allows you to see a complete record of agent activity across all these channels.

The default report returns metrics such as:

  • Agent Name
  • Agent
  • # Messages
  • # Tasks
  • Duration
  • Offer/Preview Length
  • Handle Length
  • # Responses Sent

 

 

8 Multichannel Messages

Table 15-8: Multichannel Messages Report

Variation

Description

Multichannel Messages - Detail

Examines the messages handled via non-voice channels: chat and email, and social.

The Multichannel Messages - Detail report shows detailed information about the messages handled using the Multichannel platform, including chat, email, SMS and Twitter.

The default report returns metrics such as:

  • Message ID
  • Message Type
  • Start Time
  • End Time
  • Duration Result
  • Agent Name
  • Agent

Multichannel Messages - Group

Examines the messages handled via non-voice channels: chat and email, and social.

The Multichannel Messages - Group report summarizes data about the messages handled using the Multichannel platform, including chat, email, SMS and Twitter.

The default report returns metrics such as:

  • Agent #
  • Messages
  • Duration

 

 

9 Multichannel Session

Table 15-9: Multichannel Session Report

Variation

Description

Multichannel Session - Detail

Examines your agents' Multichannel login sessions.

The Multichannel Messages - Detail report displays detailed information about your agents' Multichannel login sessions.

The default report returns metrics such as:

  • Session ID
  • Agent Name
  • Agent ID
  • Login
  • Logout
  • Duration
  • Busy Length
  • Not-Ready Length
  • Preview/Offered Length
  • Idle Length
  • Messages Offered
  • Messages Accepted

Multichannel Session - Group

Examines your agents' Multichannel login sessions.

The Multichannel Messages - Group report summarizes your agents' sessions using the Multichannel platform.

The default report returns metrics such as:

  • Agent ID
  • Duration
  • Busy Length
  • Messages Offered
  • Messages Accepted

 

 

10 Quiz Answers

Table 15-10: Quiz Answers Report

Variation

Description

Quiz Answers - Detail

Shows the details of your certification quiz results. Quizzes can be used to check Agent knowledge, assess call readiness, conduct polls, etc.

The default report returns metrics such as:

  • # Quiz Attempts
  • Distinct Agents
  • # Answers
  • # Correct Answers
  • % Correct
  • # Incorrect Answers
  • % Incorrect
  • # Quiz Questions

Quiz Answers - Group

Shows a summary of your certification quiz results. Quizzes can be used to check Agent knowledge, assess call readiness, conduct polls, etc.

The default report returns metrics such as:

  • Quiz Title
  • Quiz ID
  • Quiz Score
  • Quiz Date
  • Quiz Question
  • Answer

 

 

11 Surveys

Table 15-11: Surveys Report

Variation

Description

Surveys - Detail

Shows the details of your customer satisfaction surveys. Customer satisfaction surveys are a special kind of IVR designed to get a caller's input without involving an Agent.

The default report returns metrics such as:

  • Campaign Name
  • Session ID
  • Agent ID
  • Question
  • Answer

Surveys - Group

Shows a summary of your customer satisfaction surveys. Customer satisfaction surveys are a special kind of IVR designed to get a caller's input without involving an Agent.

The default report returns metrics such as:

  • Survey Count
  • Response Count
  • Answer 1
  • Answer 2
  • Answer 3
  • Answer 4
  • Answer 5

 

 

12 Telephony Billing

Table 15-12: Agents Report

Variation

Description

Telephony Billing - Detail

The Telephony Billing - Detail report type displays the details of the time and duration fields used to calculate telephony billing charges. This report is useful for examining the metrics that are used to calculate your telephony charges on the Cloud Contact Center platform.

The default report displays metrics such as:

  • Call Visualizer
  • Interaction ID
  • Segment ID
  • Start Time

MANY refinements are available in terms of additional metrics (Field Categories: and Show Fields:).

Telephony Billing - Group

The Telephony Billing - Group report type summarizes the time and duration fields used to calculate telephony billing charges. This report is useful for examining the metrics that are used to calculate your telephony charges on the Cloud Contact Center platform. The default report displays all call segments for the current month. MANY refinements are available in terms of additional metrics (Field Categories: and Show Fields:) and Group By: options.

Drilling down into the All Segments metric runs the Telephony Billing - Detail report.

 

 

 

13 Unified Agent Activity

Table 15-13: Unified Agent Activity Report

Variation

Description

Unified Agent Activity - Group

Presents a unified picture of your agent performance, across both voice and non-voice (chat,email, and social channels).

The Unified Agent Activity report integrates Voice data with data from the Multichannel platform, including chat, email, SMS and Twitter. This report allows you to see a complete record of agent activity across all these channels.

The default report returns metrics such as:

  • Voice Available Time
  • Voice Handle Time
  • Calls Offered
  • Calls Answered
  • Pauses
  • Multichannel Available Time
  • Multichannel Busy Time
  • Chats Offered
  • Chats Handled
  • E-Mails Offered
  • E-Mails Handled
  • SMS Offered
  • SMS Handled
  • Tweets Offered
  • Tweets Handled

 

 

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Last modified
13:41, 11 Sep 2014

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