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Summary of Agent Supervisor Historical Reports

AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. 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. reports are available for Agents, Queues, Channels, Media, and Groups.

Table 8lists the title of each historical report, and uses an X to indicate whether a version of the report exists for Agents, Queues, Channels, Media, or Groups.

Table 8: Overview of Reports

Report title Agents Queues Channels Media Groups Campaigns

Detailed Transactions Activity

X X X X   X

Abandoned Transactions

 

X

X

X

 

 

Accepted Transactions - on line media

 

X

X

X

 

 

Accepted transactions - off line media

 

X

X

X

 

 

Campaign Details

           

Campaign Record Details

X          

Campaign Transaction Details

X          

Detailed accepted transactions activity

X

X

 

 

 

 

Detailed accepted transactions with wrap up codes

X

 

 

 

 

 

Detailed entered transactions activity

 

X

 

 

 

 

Detailed outbound transactions with wrap up codes

X

 

 

 

 

 

Detailed Outbound Call activity

X

 

 

 

 

 

Transactions

X

X

X

X

 

 

Transactions per media

X

 

 

 

 

 

Transactions per media per channel per queue

X

 

 

 

 

 

Transactions per media per queue

X

 

 

 

 

 

Login time

X

 

 

 

 

 

Other transactions analysis

X

 

 

 

 

 

Processing and post processing times

X

 

 

 

 

 

Processing and post processing times per media

X

 

 

 

 

 

Processing and post processing times per media per queue

X

 

 

 

 

 

Processing and post processing times per media per channel per queue

X

 

 

 

 

 

Status Change Details

X

 

 

 

 

 

Time on status

X

 

 

 

X

 

Transactions grouped by wrap up codes

X X X X    

Time on Break/Offline with status Codes

X          

Campaign Details

          X

Campaign Record Details

          X

Campaign Transaction Details

          X

See Also

 


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