Multimedia reports provide detailed information across media types: voice, email, chat, and SMS. Using Multimedia reports, you can compare performance across media types. Workflow reports are also available for Multimedia workflows. See "Workflow reports" for more information.
You can optionally configure multimedia reports to exclude junk mail from email and SMS Handled and Completed counts.
Multimedia reports include:
If employees follow our best practices of using agent group presence to control their availability, these durations should be the same across an employee's agents.