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 | Survey score per queue | Calls and chats | 90* | |
| Other | Callback Survey list report ** | Calls | 7* | |
| Other | 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.