Download All UCCX Reporting Templates
Abandoned in CSQ Report*
Gives Contact Center managers summary statistics and detailed call data for calls abandoned in one or more CSQs. It can be scheduled to run hourly to support timely client callbacks.
Agent Login/Logout State Details*
Focuses on the amount of time each agent is logged in, broken out by login and logout events across the day. Run daily.
Agent Ready/Not Ready Analysis*
Identifies the reasons agents go Not Ready and how long they stay in each state on average. It’s often used to spot potential abuse or misuse of Not Ready states.
Agent Summary Report by Hour/Day
Gives supervisors a high-level view of agent productivity by team, resource group, or individual agent, including each agent’s overall performance and busy hour and busy day of week.
Call Center Trending Analysis*
Gives call center managers a high-level view of combined CSQ productivity, with graphical trending month over month, day over day, and hour over hour.
CSQ Statistics*
Gives queue managers a detailed breakdown of an individual CSQ’s productivity, with graphical trending day over day and hour over hour.
CSQ Trending Analysis*
Gives CSQ managers a detailed breakdown of an individual CSQ’s productivity, with graphical trending month over month, day over day, and hour over hour.
**Requires Edit to match environment.
