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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