Report overview and reporting levels

There are different reports available on different reporting levels.

Reporting Level Report name Traffic Group by time available Max days in a report
Overview Total overview Calls X  
Queue Details per queue Calls X  
Queue Simplified queue report Calls X  
Queue Details per queue for email and social media Email and Social X  
Queue Details per chat queue Chat X  
Queue Dialler queue report Calls X  
Queue Queue overview for all media types All media types X  
Queue Enquiry Registrations per Queue All media types    
Agent Details for agents (ID) incl. time logged on Calls X  
Agent Details per agent per queue All media types   366
Agent Details per user group per queue All media types   366
Agent Enquiry Registrations per agent      
Agent Log on/off for agents (ID)     7
Agent SMS sent per agent SMS X  
Agent Time per pause-type     31
Other Enquiry Registration      
Other Enquiry Registration Comments     90*
Other Menu Calls X  
Other SMS/Chat Survey score per queue Calls and chats   90*
Other Callback Survey list report ** Calls   7*
Other SMS/Chat Survey list report ** Calls and chats   7*
Other Max./avg./min. agents per status***   X 31 (7)


* The start date for this report can be max 90 days earlier than today.
** Max 2000 rows. Please note that if there are >2000 chats/calls with Survey in the chosen time period, adding a row filter to limit the output does not help.
*** For customers with > 500 agents it is very demanding to generate this report, so time periods greater than 7 days (1 week) will not work.

 

Special features in selected reports

  • Option to Exclude row without queue name is available in reports Details per queue and Queue overview for all media types
  • Option to Include agents without traffic but with logon time is available in reports Details for agents (ID) incl. time logged on, Details per agent per queue and Details per user group per queue.
     

 

 

Published

04/06/2020 - 16:08

Last updated

25/01/2024 - 13:37
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