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| Page | reportName | shortDesc | longDesc | cloud | premise | project | notproject | displaysInFolder | compatibleWith | introduced | modified | discontinued | reportPage | anchor |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Draft:PEC-REP/Library/GCXIPRGLibrary/Queue | Queue Outline Report | Use the (Queues folder) Queue Outline Report to see detailed information about queue performance. | This report collects data from more than forty metrics that provide detailed counts related to customer interactions and consult interactions, showing how the number of interactions/consultations that entered a particular queue or queue group break down into the various queue-related metrics that provide interaction counts. Use this report to see the interrelation of various queue-related metrics relevant to customer and consult interactions, and to understand how the metrics contribute to the sum total of all interactions that entered a queue resource. |
HRCXIQuOutln | QueueQueue Outline Report | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/Queue | Queue Summary Report | Use the (Queues folder) Queue Summary Report to assess the performance of configured queues in your contact cen | This report provides detailed information about interactions that enter each queue and that are either abandoned, or distributed and handled by any routing target, such as an agent. Information is organized by Media Type, Queue, and Interaction Type, and an extensive list of call handling and disposition metrics is collected to track call acceptance, wait times, abandonment rates, handling, distribution, consultations, and other metrics. Use this report to assess the performance of configured queues, to understand what percentage of interactions in each queue were accepted within the defined service level, and to compare the performance of each queue in handling interactions. |
HRCXIQuSmry | QueueQueue Summary Report | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/Queue | Speed Of Accept (hours) Report | Use the (Queues folder) Speed Of Accept (hours) Report to understand how long interactions waited in queue before being accepted. | This report provides summarized performance information about the delays that are associated with long-lasting interactions that were accepted or pulled from the specified queues, providing both percentages and number of interactions that were accepted or pulled by service time interval. This report is most useful for media types for which contact center responses are expected to be slow, such as email. The report breaks down the count of interactions placing each into one of ten time buckets according to the speed by which the interaction was accepted or pulled from the selected queue. ”Acceptance” is triggered by the first agent who creates an outbound reply—whether or not the reply was sent. The report also provides a breakdown for the percentages of interactions that were accepted/pulled in these buckets, relative to the total number of interactions accepted/pulled from the queue during the reporting interval. The first bucket is defined by a report variable (Accepted Agent ST1 - ST11) that amalgamates the 1st through 11th service time intervals. The Accepted Agent STI variable amalgamates all service time intervals. This report reflects distribution from the selected queues only. It does not reflect the time that interactions spent queued at other unselected queue resources that the interactions might have passed through before being distributed from the queue resource(s) selected in this report. |
HRCXISpdOfAccptHrs | QueueSpeed Of Accept (hours) Report | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/Queue | Speed Of Accept (seconds) Report | Use the (Queues folder) Speed Of Accept (seconds) Report to understand how long interactions waited in queue before being accepted. | This report provides summarized performance information about the delays that are associated with long-lasting interactions that were accepted or pulled from the specified queue, providing both percentages and numbers of interactions that were accepted or pulled by service time interval. This report is most useful for media types for which contact center responses are expected to be fast, such as voice and chat. The report shows the number of interactions that were accepted within each of 10 time buckets, and the percentages of interactions that were accepted in these buckets relative to the total number of interactions that were accepted from the queue. The 10th bucket is defined by a report variable (Accepted Agent ST1 - ST10) that amalgamates the first through 10th service time intervals. The Accepted Agent STI variable amalgamates all service time intervals. This report reflects distribution from the selected mediation DNs only. The report does not reflect:
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HRCXISpdOfAccptScnds | QueueSpeed Of Accept (seconds) Report | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/Queue | Weekly Queue Summary Dashboard | The Weekly Queue Summary Dashboard provides visualizations you can use to assess the weekly performance of configured queues, to understand what percentage of interactions in each queue were accepted within the defined service level, to detect high rates of abandonment, and to compare the performance of each queue in handling interactions. | The Weekly Queue Summary Dashboard provides visualizations you can use to assess the weekly performance of configured queues, to understand what percentage of interactions in each queue were accepted within the defined service level, to detect high rates of abandonment, and to compare the performance of each queue in handling interactions. | 9.0.019.00 | HRCXIWeeklyQSmmryDshBrdA | WeeklyQueueSummaryDashboard | ||||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Conduct Report | Use this report to contrast agent interaction handling performance against the agent group performance, based on various metrics, including Accepted/Rejected, Responses, and Handle Time, Hold Time, Wrap Time, and whether a Consult was initiated. | Use this report to contrast agent interaction handling performance against the agent group performance, based on various metrics, including Accepted/Rejected, Responses, and Handle Time, Hold Time, Wrap Time, and whether a Consult was initiated. | yes | yes | yes | HRCXIAgentConduct | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Details Activity Report | Use this report to view a chronological breakdown of agent activities, including times and duration of login sessions and status of agent devices / DNs, and relevant interaction states. | Use this report to view a chronological breakdown of agent activities, including times and duration of login sessions and status of agent devices / DNs, and relevant interaction states. | yes | yes | yes | HRCXIAgentDtlsA | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Group Business Attribute Report | Use this report to contrast agent group interaction handling activities against the revenue generated, based on Business Result, Customer Segment, and Service Type for each media type and interaction type. This report is stored in the Details folder. | Use this report to contrast agent group interaction handling activities against the revenue generated, based on Business Result, Customer Segment, and Service Type for each media type and interaction type. This report is stored in the Details folder. | yes | yes | yes | HRCXIAgentGrpBusAtr | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Group Interaction Handling Report | Use this report to monitor the interaction processing performance of groups of agents over specific day ranges. The report displays information about Handle Time, Engage Time, Wrap Time, and various transfer initiation and acceptance metrics. | Use this report to monitor the interaction processing performance of groups of agents over specific day ranges. The report displays information about Handle Time, Engage Time, Wrap Time, and various transfer initiation and acceptance metrics. | yes | yes | yes | HRCXIAgentGrpIxnHndlng | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Group Membership Details Report | Use this report to generate a detailed view of how agents are distributed among Agent Groups, including information about when each Agent entered and exited each group. | Use this report to generate a detailed view of how agents are distributed among Agent Groups, including information about when each Agent entered and exited each group. | yes | yes | yes | 9.0.010.04 | HRCXIAgentGrpMbrshpReportA | ||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Group Queue Business Attribute Report | Use this report to understand agent-activity results categorized by a wide range of attributes, including Agent Group, Business Result, Customer Segment, Interaction Type, Media Type, Queue, and Service Type. | Use this report to understand agent-activity results categorized by a wide range of attributes, including Agent Group, Business Result, Customer Segment, Interaction Type, Media Type, Queue, and Service Type. | yes | yes | yes | 9.0.007.03 | HRCXIAgentGrpQueBusAtr | ||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Interaction Hierarchy Report | Use this report to understand the hierarchy of interactions that were offered to agents, including the nature of the accepted interactions and responses (whether interactions were threaded, logical, or base). | Use this report to understand the hierarchy of interactions that were offered to agents, including the nature of the accepted interactions and responses (whether interactions were threaded, logical, or base). | yes | yes | yes | 9.0.007.03 | HRCXIAgentIxnHrchy | ||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Interval Based Report Report | Use this report to view key performance indicators related to the agents, and thereby assess agent productivity. | Use this report to view key performance indicators related to the agents, and thereby assess agent productivity. | yes | yes | yes | HRCXIAgentIntrvlBsd | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Login-Logout Details Report | Use this report to review the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report is stored within the Details folder. | Use this report to review the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report is stored within the Details folder. | yes | yes | yes | HRCXIAgentLginLgoutA | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Not Ready Reason Code Report | Use this report to monitor the counts, durations, and percentages of calls that are made and received by an agent, while that agent’s state is NotReady, during a range of hours that you specify within a particular day. | Use this report to monitor the counts, durations, and percentages of calls that are made and received by an agent, while that agent’s state is NotReady, during a range of hours that you specify within a particular day. | yes | yes | yes | HRCXIAgentNtRdyRsnCd | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Not Ready Report | Use this report to understand the reasons given for the time agents spent in a NotReady state. | Use this report to understand the reasons given for the time agents spent in a NotReady state. | yes | yes | yes | HRCXIAgentNtRdy | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Omnichannel Activity Report | This report provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other), across all media channels, fully accounting for the agent's interaction time (time spent handling interactions). | This report provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other), across all media channels, fully accounting for the agent's interaction time (time spent handling interactions). | yes | yes | yes | 9.0.010.04 | HRCXIAgentOmniAct | ||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Queue Report | Use this report to understand agent interaction-processing on a queue-by-queue basis, based on Engage, Hold, and Wrap times and percentages. | Use this report to understand agent interaction-processing on a queue-by-queue basis, based on Engage, Hold, and Wrap times and percentages. | yes | yes | yes | HRCXIAgentQueue | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent Social Engagement Report | Use this report to view, for each agent and day, detailed information about average social media scores in each configured standard response, or category. The report includes averaged Sentiment, Influence, and Actionability scores. | Use this report to view, for each agent and day, detailed information about average social media scores in each configured standard response, or category. The report includes averaged Sentiment, Influence, and Actionability scores. | yes | yes | yes | HRCXIAgentSclEngagmnt | |||||||
| PEC-REP/Library/GCXIPRGLibrary/Agent | Agent State Details Report | Use this report for monitoring an agent's noncall-related activities, especially under those circumstances in which the agent is paid by the minute. The report is stored in the Details folder. | Use this report for monitoring an agent's noncall-related activities, especially under those circumstances in which the agent is paid by the minute. The report is stored in the Details folder. | yes | yes | yes | HRCXIAgentStateA |