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What data does contact center provide?

    Learn what reports and dashboards are available to you in our contact center portal and where to find them. Available for classic Insight Center and Support Center plans.

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    Report/Dashboard Description
    Supervisor Dashboard This report provides a summary of real-time activity for all queues, as well as detailed information on the callers. It is useful for supervisors to know what’s happening in their contact center.

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    Real Time Activity Dashboard This page provides detailed real-time activity and status updates for both callers and agents in a queue. It is useful for supervisors to act on the activity they see.

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    Analytics — formerly the Historical Reports These are the reports and dashboards currently inside of Analytics:
    • Contact Summary: This report tracks queue totals and aggregate statistics for the selected queue(s) and date range. These results focus on queue performance and the resulting impact on customer satisfaction.
    • Contact Resolution: This report tracks the contact resolution counts for the selected queue(s) and date range. This shows how a contact was ultimately resolved.
    • Agent Summary: This report tracks agent totals and aggregate statistics for the selected queue(s), date range, and agent(s). These results focus on agent performance.
    • Abandoned Calls: This report tracks the average time a contact waits for an agent in the queue before hanging up for the selected queue(s) and date range.
    • Average Speed of Answer (ASA): This report tracks the average time a contact waits for an agent in the queue for the selected queue(s) and date range.
    • Account Usage: This report displays queue usage as it relates to pricing.
    • Agent Effectiveness: This dashboard tracks agent performance through a variety of metrics for the selected queue(s), date range, agent(s), and call type.

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    Datamart This page allows you to generate a .csv report based on historical agent or contact data.

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