provides standard historical reporting with extensive filtering capabilities. You can generate reports on demand by date interval, agents, agent groups, queues, and media type. You can access reporting functionality through the SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console and generate the output in Excel spreadsheet format.
Benefits of historical reporting functionality include:
Virtual Contact Center provides an out-of-the-box package of reports focusing on agents, queues, channels, media, and campaigns. Click Report under the Control Panel menu to access historical reporting.
The reports available may be grouped as follows:
You can generate reports that provide historical data on agent activity, including the login time, logout time, number of interactions handled, time spent waiting or processing interactions, and details of accepted transactions.
You can generate a report on group activities such as waiting time, processing and post-processing time, time on break, time spent offline, and total login time per individual group and for all.
The following reports provide specific data about the number of interactions that entered a queue, number of interactions that were answered within SLA, average waiting time and longest waiting time, the time interval within which the interactions were answered. You can also get statistics on abandoned interactions, including the number of abandoned interactions, average time to abandonment, and longest waiting time before being abandoned.
The following reports pull statistical data on the interactions grouped by channels under each media.
The following reports provide information about campaigns, including campaign name, status, start and end time, total number of records processed, and statistics of calls processed based on the wrap up codes.
In addition to the above reports, you can generate reports on Status Codes (find agent’s status change with probable reasons), Transaction Codes (collect call disposition information), and Campaigns (collect campaign statistics for analysis and to determine the need for follow-up).
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