**Requires Edit to match environment.
This report is designed to present Contact Center managers with important statistics and details regarding their abandoned calls. The report can be generated for one or more CSQs. It contains summary statistics for each CSQ and detail call data for all of the calls abandoned in the CSQ. The report can be scheduled to run hourly to allow for client callbacks.
Agent based report, meant to be run daily, focusing on the amount of time logged
Agent based report designed to identify reasons agents go “Not Ready” and on average how long they stay in particular states. Often used to identify potential abuse or misuse of Not Ready states.
Agent based report designed to provide Supervisors a high level overview of agent productivity by Team, Resource Group or specific Agents. Designed to show over all performance of each agent along with busy hour and busy Day of Week for the entire Team or Resource Group.
CSQ based report designed for individual CSQ breakdowns. The report is intended to provide queue managers a detailed overview of individual CSQs productivity, graphical trending Day over Day and Hour over Hour.
CSQ based report designed for individual CSQ breakdowns. The report is intended to provide CSQ Managers a detailed overview of individual CSQs productivity, graphical trending month over month, Day over Day and Hour over Hour.