8x8 Contact Center 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 8x8 Supervisor
An 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:
- Accessing vital canned or ad-hoc contact center statistics on demand
- Analyzing historical reports and trends, identifying areas for improvement
- Using a familiar application, Microsoft Excel, to further customize the reports and analyze the data
Overview
8x8 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.
- Time on Status
- Login time
- Transactions
- Transactions per media
- Transactions Per media per queue
- Transactions Per media per channel per queue
- Processing and post processing times
- Processing and post processing times per media
- Processing and post processing times per media per queue
- Processing and post processing times per media per channel per queue
- Other transaction analysis
- Detailed accepted transactions activity
- Detailed Outbound call activity
- Status change details
- Detailed accepted transactions with wrap up codes
- Detailed Outbound Transactions with wrap up codes
- Transactions grouped by wrap up codes
- Time on Break/Offline with Status CodesThe Status Codes feature enables agents to supply supplemental information about why they changed their state. Status Codes provide enhanced workforce planning and management. For example, status codes could be created for different categories of breaks such as Break for Lunch, Break for Meeting, and so on.
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.
- Time on status
- Transactions
- Abandoned transactions
- Accepted transactions - on line media
- Accepted transactions - off line media
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.
- Transactions
- Abandoned transactions
- Accepted transactions – On line media
- Accepted transactions – Off line media
- Detailed entered transactions activity
- Detailed accepted transactions activity
The following reports pull statistical data on the interactions grouped by channels under each media.
- Transactions
- Abandoned Transactions
- Accepted Transactions – On line media
- Accepted Transactions – Off line 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.
- Campaign Details
- Campaign Record Details
- Campaign Transaction Details
- Detailed Transaction Activity
Detailed transaction activity report provides information about the direct agent calls (DAR/DAA) among others. For details, see how to generate report on direct agent calls.
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).
