#TitleTypeReport SummaryContents
1.01Detailed Agent Activity ReportDetailDiagnostic report Shows every agent activity (Busy, Ready, Offered, etc.) for the time period
1.02Agent Detailed AlertsDetailIdentifying agent performance against pre-defined Monitoring alerts (Warning & Alarm)Shows the count of alerts and provides the details of every alert (date/time, alert details, alert level)
1.03Agent Transferred Interactions ReportDetailCall transfer detailsShows the details (every leg & state) of every transferred call 
1.04Agents Break ReportSummarySummary of break time totalsShows the summary of paid vs. non-paid Break Time by agent along with the details.
1.05Agent Rejected InteractionsDetailShows all interactions rejected by agentsShows Date/Time, Agent, BP, Rejected Time, Media Type, Interaction Result, Customer.
1.06Staffing ReportSummaryShows agent staffing by interval, day, week, and month Shows the count of agents staffed, available, and occupancy
2.01Detailed Agent Interactions ReportDetailHigh-level details of every agent interactionStart/end time, Type, From, To, BP, Handle Time, Disposition Code, etc.
2.02Agent Time Allocation Performance ReportSummarySummary of time spent by agent in various statesLogin time, Not Ready Time, Ready Time, Handling Time, Busy Time, No Answer Time, Break Time, etc.
2.03Agent Scoring ReportSummarySummary of Interaction counts by agentAnswered, Missed, Transferred, Consult, Outgoing External, Outgoing Internal, Private
2.04Agent Interaction SummarySummarySummary of all agent interactionsInteraction Activity, Interaction Type, Agent Time, Handle Time, and Snapshot  
3.01Mistreated Interactions ReportDetailMistreated Reasons report - disconnects by agent or customer while on holdProvides the details (every leg & state) of every mistreated call
3.02Query Interactions by Origin or DestinationDetailUsed to locate specific customer interactionsProvides the details (every leg & state) of those interactions
3.03Agent Assignment to BP Detailed ReportDetailShows every assign/unassign event for agentsProvides BP, Agent, Assign/Unassign, Changed By, and Date/Time
3.04Interactions Detail Record

Detail 

Provides details of every interaction 

Provides the details (every leg & state) of each interaction that entered the contact center 

4.01Detailed Business Entity ReportDetailUsed to identify the high-level details of each interactionStart/end time, Type, From, To, BP, Handle Time, Disposition Code, Remarks, etc.
4.02Destination Trace ReportDetailUsed to locate specific customer interactionsProvides the details (every leg & state) of those interactions. 
4.03Interaction Disposition Codes ReportSummaryUsed to summarize Disposition Code counts across agents, BPs, Media types, Campaigns, etc.Provides a count of each Disposition Code broken down by BP and Agent.
4.04Voice Billing ReportDetailUsed to identify the Call Detail Records by dateProvides Start Time, Origin, Destination, Duration, Type, BP, Disposition Code, Completion Status
4.05Delegated Interactions ReportDetailShows every interaction that was Delegated to a Supervisor either manually by an agent or automatically based upon AbandonEntry Time, Closing Time, Remote Party, Type, BP, Agent Remark, Supervisor Remark.
4.06Incoming Calls by Area CodeSummaryUsed to provide high-level counts of incoming calls by area code or stateOriginating Area Code, Originating State, City, Count of Calls
4.07Voice Billing Report by Business ProcessDetailUsed to identify the Call Detail Records broken out by BPProvides Start Time, Origin, Destination, Duration, Type, BP, Disposition Code, Completion Status
4.08Voice Billing Report by Business Process - No Abandoned CallsDetailUsed to identify the Call Detail Records broken out by BPProvides Start Time, Origin, Destination, Duration, Type, BP, Disposition Code, Completion Status
4.09Voice Billing Report - summary onlySummaryProvides summary counts of inbound and outbound calls and their durationOrigin/Destination, Total Calls Duration, Total Calls
4.10Inbound Interactions Distribution Report SummaryInterval report is broken out annually, monthly, day of the week, or hourlyInbound and Abandoned counts for calls, chats, and emails.
4.11Interactions Analysis Report SummaryInterval report is broken out annually, monthly, day of the week, or hourlyInbound & Outbound counts of each Interaction, Calls,  Emails, Chats, Callback Requests/Handled, VMs.
4.13Disposition Codes Distribution Report SummaryCount and Percentages of Disposition Codes broken out annually, monthly, day of the week, or hourly and by BP, Campaign, Agent, and Interaction TypeHandled, Abandoned, Disposition Code columns
4.14Demand Interval Distribution ReportSummary

Count and Percentages of Demands broken out annually, monthly, day of week, or hourly and by BP, Campaign, Agent, and Interaction Type 

Handled, Abandoned, Demand columns 

5.01Business Process Agent Performance Report SummaryCount of Agents in various states broken out annually, monthly, weekly, daily, hourly, or 10 minsLogin, Backoffice, Busy, On Break, Available, Consult & Conference, Internal, 
5.02Business Process Interaction Performance Report SummaryProvides BP summary results broken out annually, monthly, daily, hourly, and 10 min intervalsTotal Ended, Abandoned, Handled, Longest Wait, Callbacks, Avg Wait Time, Avg Handle Time, Avg Answer Time, Overflow, Transferred
5.03Business Process Callback Performance Report SummarySummary results for Callbacks broken out annually, monthly, daily, hourly, and 10 min intervalsCallback Requested, Processed, Avg. Handle Time, Max Handle Time, Successful Callbacks, Failed Callbacks, Purged, Rescheduled
5.04Business Process Detailed Alerts DetailIdentifying queue performance against pre-defined Monitoring alerts (Warning & Alarm)Shows the count of alerts and provides the details of every alert (date/time, alert details, alert level)
5.05Queue Interval Summary ReportSummary

Interval-based results for specific queue metrics 

Queued, Answered, Abandoned, Wait Time, Queue Time, ASA, Talk Time, Agents Staffed 

6.01Completed Campaign Interaction Report DetailDetailed results of every campaign call.Shows Destination, Disposition, Date/Time, Last Attempt, and Total Attempts
6.02Campaign Time Frame Specific Statistics Report SummarySummary results of a campaign based on the time frameSucceeded, Failed, Wrong Destination, Handling Time
6.03Campaign Inspection Report SummarySummary results of a campaign Succeeded, Failed, Handled, No Answer, Answering Machine, Fax Tone, Wrong Destination, Handling Time
6.04Completed Callback Interaction Report DetailDetailed results of every callback attemptShows Destination, End State, State of every Attempt, Date/Time
7.01Customer Experience ReportSummaryHigh-level reports are used by leadership inside and outside of the call center to gauge the overall performance of the contact center in meeting the customer’s needs.Shows high-level metrics broken out by BP and interaction type. 
7.02Customer Experience TrendsSummaryHigh-level reports are used by leadership inside and outside of the call center to gauge the contact center trends.Graphical trend analysis of inbound volume, AHT, SL, and answer rate. 
7.03Contact Center Performance ReportSummaryDetailed reports are used by the contact center leadership to gauge their success and identify areas of opportunity.Shows all key metrics broken out by BP and interaction type.
8.01Calls Performance by BP and DestinationsSummary

Provides BP summary of call interactions only with results broken out annually, monthly, daily, hourly, and 15-minute intervals 

Inbound, Queued, Answered, Answer Rate Abandoned, Longest Wait, Callbacks, Avg Talk Time, Avg Speed of Answer, Avg Wrap-Up Time, Overflow, Transferred 

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