Introduction to Reports¶

Contact Center AI reports enable you to assess the performance of your contact center. These reports ensure the alignment of agents with organizational goals and objectives and provide detailed information on calls, queues, and individual agent performance metrics such as average handle time.

With Contact Center AI, a supervisor can monitor queues, calls, daily tasks, and agent performance metrics via the REPORTS tab of the interface. To access the reports, select the REPORTS tab. A list of available reports displays to evaluate agent productivity, efficiency, and time saved through automation.

You can segregate the reports as follows:

My Reports: Displays only the reports created by the current user.

All Reports: Displays all the reports.

Favorites: Displays reports created by any user and marked as favorites by the current user.

Creating a New Report¶

To create a new report:

Go to Contact Center AI > Analytics > CONTACT CENTER > Reports.
Select New Report.
A new report page opens.

You can choose different report types from the list, for example, the Agent Activity Summary.

Reports Tab¶

The Reports tab consists of a list of generated reports. You can generate an instance of a new report, download reports, edit, view, and delete reports.

Report Types¶

When generating a new report, you have the option to select from a list of available report types.

Agent Activity Summary Report,
Agent Login-logout Report,
Interaction Details Report,
Queue Metrics Summary Report,
Agent Metrics Daily Report,
Agent Status Detail Report,
Agent Chat Metrics Report,
Queue Dispositions Report,
Queue Chat Metrics Interval Report,
Total Volumes Report,
IVR Containment Report,
Selected Hours Report,
Interaction Details by Segment Report,
Skill Metrics Daily Report,
Skill Metrics Daily Report.

By selecting New Report, you can choose the desired report type from the list.

Report Functions¶

With Contact Center AI, you can add filters, schedule report runs for specific periods and frequency, run reports on demand, modify formats and filters, and perform bulk actions on reports.

Accessibility¶

Accessibility is of paramount importance as it ensures that critical information is safeguarded and available only to required stakeholders.

You can restrict the accessibility of the reports as required. There are two permissions available:

Public
Private

By default, all reports are public. You can restrict the access to the reports by making them private.

Steps to revise the access:

Select ⋮ under ACTIONS to revise the access for the report.
Select Switch to Private to update the access.

You can make the report public by following these steps and selecting Switch to Public. The report is then available to everyone.

Note

A private report is not visible to other users on the REPORTS tab.

Adding Filters¶

Contact Center AI lets you to add filters, narrow them down to a specific report, and filter the reports.

Report Generation¶

When generating reports, you have the choice to either Run On Demand or Schedule.

Run on Demand¶

When creating a new report or editing an existing report, you can schedule the report to run on demand:

Select Run On Demand.

Schedule¶

When creating or editing a report, you can modify its schedule as follows:

Under the Report Generation section, select Schedule.
Select the Frequency (Hourly/Daily/Weekly/Monthly/Quarterly/Yearly).
Select the Day, Hour, Minute and AM/PM.
Select the time zone.
The report generation follows the selected schedule, as shown in the following example. You can enable or disable the schedule for the report. This option applies only to scheduled reports.

Changing Filters, Formats, and Send To¶

When creating a new report or editing an existing report, you can change the report’s filters and formats as follows:

Data Filters: Contact Center AI lets you to add data filters as needed.

Select + Add Filter.
Select the required filters.
Select the (-) sign to remove filters.

Formats: You have the option to choose either a PDF or CSV output format for your report.

Send To: You can select the Email for sharing the report.

Bulk Actions¶

Bulk actions enable you to perform run or delete functions on multiple selected reports.

Run Now:

Select multiple reports from the list.
The Bulk Action menu appears on the top-left of the screen, above the list of reports.
The bulk actions menu items are displayed. Select Run Now.
A confirmation pop-up appears. Type RUN to confirm the action and then select Yes, Run.

A list of reports that run together appears.

Delete Reports:

From the Bulk Actions menu, select Delete to remove the selected reports all at once.
Type DELETE to confirm the action on the pop-up window and then select Yes, Delete.

Actions¶

The following actions are available for each report:

Edit
View History
Clone/Favorite/Unfavorite/Switch to/Delete

Edit¶

To edit a report:

Navigate to the report and select Edit.
A pop-up appears for editing the report.
Make the necessary changes and select Save.

View History¶

To view the history of any report:

Navigate to the report and select View History to view the last 5 runs of the reports.
Select the PDF icon to download the report in PDF format.

Introduction to Reports¶

Creating a New Report¶