• 3.10 • 3.11 • 3.12 • 3.13 • 3.14 • 3.15 • 3.16 • 3.17 • 3.18

Reporting Reference Guide

Introduction

• Purpose
• Audience

Access to Reports and Records

• General Information About Access to Reports and Records
• Report Generation
• Interaction Records Search
• Agent Activity Search

Quality Management

• General Information About Quality Management
• Call Recordings
• Chat Transcripts
• Email Messages
• Screen Recordings

Detail Reports

• General Information About Detail Reports
• Agent Activity Report
• Call Detail Report
• Email Detail Report

Aggregate Reports

• General Information About Aggregate Reports
• Agent Performance Report
• Agent Time Allocation Report
• Intra-Team by Service Report
• Intra-Team Performance Report
• Team Operation Quality Report
• Team Performance Report
• Scenario Block Disconnects Report
• Scenario Block Frequency Report
• Requested Skills Report
• Service in Time Report
• Service Metrics Report
• Service Staffing and Overflow Report
• Virtual Queue (Callback) Report
• Campaign in Time Report
• Dispositions in Time Report
• Telemarketing Compliance Report
• Email Service Report
• Agent Email Report
• Team Email Report

Campaign Results

• Simple Format
• Detailed Format

Recordings Details

• Recordings Details Format