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Available Scheduled Reports

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Your Reporting Scheduled tab is the place where you can request and see all your customized reports and statistical data. You can choose from a selection of 15 predefined reports (ranging from Call Activity ReportsAgents and Ring Groups to Phone NumbersDisposition Codes Reports and Account Breakdown Reports) at your required frequency (Daily, Weekly, Monthly or On Demand).

Daily reports are sent every day (starting the following day of your first request), at midnight in your selected timezone, and cover all your requested activity for the previous day. Weekly reports are sent every week, on Monday morning by 12:00 AM, covering your requested activity for the previous week, up to the day before it was requested. Monthly reports are sent on the first day of each month by 12:00 AM, and cover all your requested activity for the previous month:

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On Demand reports can be run at any time. Data is available for the past 180 days except for Agent Status Reports which can only be run for the past 7 days.

Simply choose the desired time period, by clicking the calendar icon under 'Frequency'. The report is queued up for processing as soon as you press the "Save and Run" button:

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Call Activity

1. Activity Report

Includes a summary of the activity for last 7 days and compares the most relevant call metrics for inbound calls (calls answered, calls missed, calls abandoned, abandon rate, average waiting time, time to abandon, waiting time, holding time and inbound duration, longest waiting time, total duration and longest), outbound calls and service level. Download an example.

Note: WTD, MTD, YTD = week, month, year to date.

 

2. Calls Report

Includes all calls that have been made / received during a period of time, as well as detailed information about each: time, duration, type, agent, call disposition, description, recording, waiting times, etc. Download an example. [For more detailed information about the data in this report, please visit this article.]

 

Agents and Ring Groups

3. Agents Report

Compares the performance of agents in terms of calls, speed to answer, call duration and availability. Download an example. 

Note: You can learn more about each metric by visiting our Agents Metrics page.

 

4. Agents Breakdown Report

Compares the performance of agents in terms of number of calls handled and availability, for each 30 minute period. Download an example.

 

5. Agents Status Report

Lists the duration, including start and end time, agents have been in each status. This report can only be run for the past 7 days, and includes only statuses lasting longer than 10 seconds. Download an example.

 

6. Tags Breakdown Report (Ring Groups)

Includes a summary of ring group activity and compares their most relevant metrics including calls offered, answered, missed and abandoned per tag, average duration, speed of answer and service level. The comparison is performed for each 30 minute period and the report is generated by skill / ring group. Download an example.

 

Phone Numbers

7. Numbers Report

Compares the call volume, call classification (outbound, inbound, answered, missed, abandoned, voicemails) as well as average call durations, waiting times, abandon and hold time per phone number, for your chosen period of time. Download an example.

 

8. Numbers Breakdown

Compares the call volume, classification and duration per telephone line, for each 30 minute period. Download an example.



 

Disposition Codes

Disposition codes are used to identify a call outcome. Here are the reports we provide in order for Administrators to have an overview of the distribution of calls per outcome:

9. Numbers Inbound Dispositions Report

This report details how many times each of your Inbound Disposition codes were selected per number, during the period of time you specify. Download an example.

 

10. Numbers Outbound Dispositions Report

Report detailing the amount of times each Outbound Disposition code has been used per phone number during your selected period of time. Download an example.  

 

11. Agent Inbound Dispositions Report

Details the inbound disposition code selection per agent. Download an example.

 

12. Agent Outbound Dispositions Report

Details the outbound disposition code selection per agent. Download an example.

 

13. Inbound Dispositions Report

Total volume and percentage of calls per inbound disposition code. Download an example.

 

14. Outbound Dispositions Report

Total volume and percentage of calls per outbound disposition code. Download an example.

 

Account Breakdown

15. Account Breakdown Report

Includes a summary of the whole account activity broken down by hour, and compares the most relevant call metrics (calls answered, calls missed, calls abandoned, abandon rate, average waiting time, time to abandon, waiting time, holding time and inbound duration, longest waiting time, total duration and longest), outbound calls and service level. Download an example.

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