Reporting
Contact Center Reports Guide provides a description and an image of the following report types:
Administrative reports
Administrative reports consist of the Employee report. It provides configuration data and contact information on each employee.
Voice reports
Voice reports provide detailed information about call performance. Voice reports can be run on the following devices: Agent and Agent group, Queue and Queue group, Employee and Employee group, Team, Extension, Trunk, Forecast, and DNIS.
Conversation Detail reports
Conversation Detail reports provide detailed information on events generated during the life of contacts. Conversation Detail reports can be run on the following devices: Agent group, Queue and Queue group, Employee and Employee group, Site, Media server, and Account Code and Account Code group. You can run these reports if you are licensed for Multimedia Contact Center.
Email reports
Email reports provide detailed information about email performance. Email reports can be run on the following devices: Agent, Agent group, Queue, and Queue group. You can run these reports if you are licensed for Multimedia Contact Center.
Chat reports
Chat reports provide detailed information about Chat performance. Chat reports can be run on the following devices: Agent, Agent group, Queue, and Queue group. You can run these reports if you are licensed for Multimedia Contact Center.
SMS reports
SMS reports provide detailed information about SMS performance. SMS reports can be run on the following devices: Agent, Agent Group, Queue, and Queue group. You can run these reports if you are licensed for Multimedia Contact Center.
Multimedia reports
Multimedia reports provide detailed information across media types: voice, email, chat, and SMS. Multimedia reports can be generated on the following devices: Agent group, Employee group, Queue group, and Unified Queue Group. You can generate these reports if you are licensed for Multimedia Contact Center.
IVR Routing reports
IVR Routing reports summarize data on ports, DNIS groups, callback queues, hunt groups, and agents to enable supervisors to make informed decisions regarding the future of their contact center.
Traffic Analysis reports
Traffic Analysis Reports provide detailed information about trunk traffic.
Workflow reports
Workflow reports summarize data on IVR Routing and Multimedia Contact Center workflows. You can run these reports if you are licensed for either IVR Routing or Multimedia Contact Center.
Table 1: Reporting features
| ON-DEMAND REPORTS | SCHEDULED REPORTS |
|---|---|---|
Produce presentation quality tables and charts (Microsoft Excel format) you can save |
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Generate reports for 15- 30-, or 60-minute intervals across any series of days you specify |
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Create reports for over-midnight shifts |
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Automatically email reports to contact groups and individual contacts. |
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Produce reports you can run on demand |
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Create one report for each day in the selected date range |
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Automatically print reports and charts |
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Customize the output language of reports |
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Set up schedules for reports you want to generate on a regular basis |
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Set up schedules for agent group, employee group, and team reports you want to generate on a regular basis and automatically email to the group members on a regular basis and automatically email to the employees in these schedules |
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Execute scheduled reports on demand |
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