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Reporting Guide

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This guide explains how to create and manage various reports and report types.
  • Managing reports
  • Creating new report types
  • Report types - Standard
  • Report types - Quality Management

Standard reports

  • Agents Call Activity Details
  • Agents Call Activity Summary
  • Agents Inbound Call Activity
  • Agents Outbound Call Activity
  • Call Activity Details
  • Call Activity Trend
  • Hourly Call Activity Trend
  • Recording Minute Usage
  • Recording Servers Call Activity Summary
  • Simultaneous Calls Trend

 Quality management reports

  • Agents Evaluation Details
  • Agents Evaluation Summary
  • Agents Performance Summary
  • Agents Performance Trend
  • Agents Quality vs Productivity (Average Call Duration)
  • Agents Quality vs Productivity (Calls Handled)
  • Agents Skills Performance Summary
  • Evaluators Activity Summary
  • Evaluators Productivity
  • Evaluators Summary
  • Groups Evaluation Summary
  • Groups Performance Summary
  • Groups Performance Trend
  • Groups Quality vs Productivity (Average Call Duration)
  • Groups Quality vs Productivity (Calls Handled)
  • Score Distribution
  • Scorecard Calibration
  • Skills Performance Summary
  • Skills Performance Trend
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