| 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. Learn more |
| 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. Learn more |
| 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.
Learn more |
| Management |
This page allows you to set threshold warnings when your queues exceed a certain amount of unattended callers. Learn more |
| Datamart |
This page allows you to generate a .csv report based on historical agent or contact data. Learn more |
