Reports List¶
Reports in Contact Center AI allow supervisors to assess a specific agent’s performance against key metrics, such as average handle time and other relevant parameters. Choose from various report types to fit your specific needs. You can generate the following reports:
| REPORT | DESCRIPTION |
|---|---|
| Agent Activity Summary Report | The Agent Activity Summary Report provides a summary of agent time by status, calculated daily. |
| Agent Chat Metrics Report | The Agent Chat Metrics Report is a daily summary of agent performance metrics, particularly relevant to chat conversations. |
| Agent Login Logout Summary Report | A detailed report of an agent’s login and logout events. |
| Agent Metrics Daily Report | A daily summary of agent performance metrics, by channel. |
| Agent Status Detail Report | The Agent Status Detail Report consists of comprehensive information on all status changes that occurred within a date range. |
| Dialer Campaign History Report | This report records all dialer attempts by all agents for selected campaigns, during a time interval. |
| Interaction Details Report | A comprehensive report covering how all interactions were processed, by whom, and their final dispositions. This report displays all the meta-data about each conversation excluding the recording or transcript. |
| IVR Containment Report | A comprehensive report covering all calls made, callers identified, and shows per intent data and outcomes of these conversations on a daily basis. This report requires that the bot designer use certain predefined message tags to be emitted during the execution of intents. This report is applicable for voice calls only. |
| Queue Dispositions Report | The Queue Dispositions Report summarizes disposition codes for interactions associated with each queue. |
| Queue Metrics Summary Report | A daily report showcasing the summary of queue load and performance information calculated daily. |
| Queue Chat Metrics Interval Report | The Queue Chat Metrics Interval Report summarizes queue performance metrics that are particularly relevant to chat conversations, aggregated over configurable intervals (30-minute default). |
| Selected Hours Report | The Selected Hours Report shows daily totals of every agent's productive hours determined by built-in and custom statuses selected by users. |
| Total Volumes Report | The Total Volumes Report provides comprehensive statistics on conversations, including counts and duration, categorized by channel and direction, within a specified time frame. Users can view the total number of conversations, duration, the cumulative agent minutes expended, etc. |
| Queue Metrics Interval Report | This report provides queue performance metrics at sub-daily intervals (15 minutes to 4 hours). It includes service level data, highlighting both met and unmet targets. |