...
What is a Business Process (BP) report?
A Business Process Reportreport encompasses all interactions whether queued or not. This includes interactions that bypass the queuing process such as after hours messaging, callbacks offered outside of the queue, or interactions routed to an external third-party. For more information, please review the Business Process best practices.
What is a Queue report?
A Queue Reportreport only includes only those interactions that queued for an agent. This type of interaction can only be Answered, Abandoned or Overflowed. For more information, please review the Queue best practices.
What is an Agent Report?
An Agent Reportreport includes the key information about an agent such as logged-in time, break time, interactions handled, etc. For more information, please review the Agent best practices.