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What data does Contact Center provide?

Below is a list of reports and dashboards available to you in Contact Center and where to find them.

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Report Description
Supervisor 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 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 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 Report: 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) Report: 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 for Contact Center.
  • Agent Effectiveness: This report tracks agent performance through a variety of metrics for the selected queue(s), date range, agent(s), and call type.

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Management This page allows you to set threshold warnings when your queues exceed a certain amount of unattended callers.

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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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