Default Reports

Explore boasts more than 30 Default Reports, which you access from the landing page. You can download, send, and even schedule the periodic delivery of each report, allowing you to efficiently manage the time you focus on analyzing data.

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When you access a report’s main page, the past 1 day or up to 500 lines of data are presented to you, except in the Activity Report, which shows data for the past 7 days.

You can increase or decrease this range by applying the appropriate filters when you send or schedule a report.

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This article will give you a brief overview of each report and list the filters you can apply in each one. If you require more detailed information on filtering reports or the data in each report, please refer to the article Filtering Dashboards and Reports and our Data Dictionary, respectively.

We’ve grouped the reports into six categories.

 

Call Activity 

Agents and Ring Groups 

Phone Numbers 

Dispositions 

Account Breakdown  

Studio

New Data Model

  • Contacts’ Ring Groups Summary
  • Contacts’ Volume by day of the week
  • Contacts’ Volume by hour of day
  • Ring Attempts Summary
  • Teams’ Contact Summary
  • Users’ Contact Summary

Performance Management

Quality Management 

 

Call Activity

Activity Report

Includes a summary of the activity for the 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.

These are the available filters in the Activity Report: 

  • Call Ring Group. 
  • Phone Number.
  • Dedicated Line.
  • Timezone.

 

Calls Report

Includes all calls that have been made/received during a period of time, as well as detailed information about each one: time, duration, type, agent, call disposition, description, recording, waiting times, etc.

These are the available filters in the Calls Report:

  • Agent.
  • Call Ring Group.
  • Date.
  • Phone Number.
  • Dedicated Line.
  • Timezone.
  • Call Disposition.
  • Calls Interaction ID.

For more information regarding the Calls Report, please refer to our Data Dictionary.

 

Agents and Ring Groups

Note: In the metrics related to the time spent in a status, you may notice a slight difference in the figures, between Explore and the Agents tab (plus scheduled reports). For example, in a timeframe of 24 hours, there may be a difference of a few seconds. This is due to improvements in the data granularity brought by Explore.

 

Agents Report

Compares the performance of agents in terms of calls, speed to answer, dial attempts and pickup rate per agent, call duration, and availability.

These are the available filters in the Agents Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone

 

Agents Breakdown Report

Compares the performance of agents in terms of the number of calls handled and availability, in intervals of 1 hour. If you send or schedule the report, this can be adjusted down to 30 or 10 minutes in the filters.

These are the available filters in the Agents Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Interval
  • Timezone

 

Agents Status Report

Lists the duration (including start and end time) that agents have been in each status.

These are the available filters in the Agents Status Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone
  • Active Agent

 

Tags Breakdown Report (Ring Groups Report)

This report displays metrics per tag/ring group in intervals of 1 hour. The report includes a summary of ring group activity and compares their most relevant metrics, including calls offered, answered, missed, and abandoned per ring group, average duration, speed of answer, service level, and maximum delay per ring group (the maximum time a customer waited in the waiting queue before the call was answered by an agent). This report also includes Missed calls Within Service Level. 

These are the available filters in the Tags Breakdown Report:

  • Call Ring Group
  • Date
  • Dedicated Line
  • Interval
  • Timezone

 

Phone Numbers 

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.

These are the available filters in the Numbers Report:

  • Call Ring Group
  • Date
  • Number Ring Group.
  • Phone Number
  • Dedicated Line
  • Timezone

 

Numbers Breakdown Report

Compares the call volume, classification, and duration per telephone line, in intervals of 1 hour. This can be adjusted down to 30 or 10 minutes in the filters if you send or schedule the report.

These are the available filters in the Numbers Breakdown Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Interval
  • Timezone

 

Dispositions 

Dispositions 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.

 

Numbers Inbound Dispositions Report

This report details how many times each of your Inbound Dispositions were selected per number during the period of time you specify.

These are the available filters in the Numbers Inbound Dispositions Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Timezone
  • Inbound Disposition

 

Numbers Outbound Dispositions Report

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

These are the available filters in the Numbers Outbound Dispositions Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Timezone
  • Outbound Disposition

 

Agents Inbound Dispositions Report

Details the inbound dispositions selection per agent.

These are the available filters in the Agents Inbound Dispositions Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone
  • Inbound Disposition

 

Agents Outbound Dispositions Report

Details the outbound dispositions selection per agent.

These are the available filters in the Agents Outbound Dispositions Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone
  • Outbound Disposition

 

Inbound Dispositions Report

Total volume and percentage of calls per inbound disposition.

These are the available filters in the Inbound Disposition Report:

  • Call Ring Group
  • Date
  • Phone Number
  • Dedicated Line
  • Timezone
  • Inbound Disposition

 

Outbound Dispositions Report

Total volume and percentage of calls per outbound disposition.

These are the available filters in the Outbound Disposition Report:

  • Call Ring Group
  • Date
  • Phone Number
  • Dedicated Line
  • Timezone
  • Outbound Disposition

 

Account Breakdown 

Accounts Breakdown Report

Includes a summary of the whole account activity broken down by 30 minutes (which can be adjusted down to 10 minutes or up to 1 hour if you send or schedule a report), 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.

These are the available filters in the Accounts Breakdown Report:

  • Call Ring Group
  • Date
  • Dedicated Line
  • Interval
  • Timezone

 

Studio 

Studio Flow Execution Report

Includes all inbound calls that are received during a period of time using a Studio flow, with detailed information on the flow execution, including each step of the flow and corresponding exit.

Notes: 

  • The Studio Flow Execution Report will only return data if at least one published flow is assigned to at least one phone number.
  • The Studio Flow Execution Report will only return data from August 25th, 2019 onwards.

These are the available filters in the Studio Flow Execution Report:

  • Date
  • Timezone
  • Component Title
  • Executed Step Name
  • Flow Definition Flow Definition ID
  • Flow Execution Name
  • Flow Definition Call_SID
  • Flow Execution Destination Number
  • Flow Definition Interaction ID
  • Flow Execution Origin Number

 

Contacts Report

In this report, you can find all the granular information that the New Data Model has to offer without the need of customizing a new contacts’ report.

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This report contains all dimensions available for this new model, and the filtering in the pre-visualization will fuel a quick consultation without the need of exporting the data.

You have these filters available:

  • Contacts Ring Group
  • Finish Timestamp
  • Start Timestamp
  • Timezone
  • Contact ID
  • Contact Type
  • Inside Business Hours (Yes/No)
  • Interaction ID
  • Team Name
  • User Name

For more detailed information on this report, please consult here.

 

Ring Attempts

The second new default report is Ring Attempts, based on agents' performance and on perceiving the contacts that agents answered, rejected, or ignored. This report provides on a ring attempt by ring attempt basis which agents were reached, and what the outcome of each report was.

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You have the following filters:

  • Date
  • Timezone
  • Attempt Type
  • Contact ID
  • Interaction ID
  • Team Name
  • Name

For full details on Ring Attempts, see the Data Dictionary.

 

New Data Model

For more information regarding the New Data Model, please visit:

 

Performance Management

Performance Management Results Analysis

Customers with the Performance Management application enabled can access this default report with predefined fields available. This report shows agent performance data including measure results, goals, and averages.

These are the available filters in this report:

  • Date
  • Agent Name
  • Queue Names
  • Team Name
  • Interval Type
  • Measure Name

Performance Management Results Trend

Customers with the Performance Management application enabled can access this default report with predefined fields available. This report helps understand employee performance over time, offering data such as individual agent improvement month over month, goals, goal achievement, and volume comparisons month over month.

These are the available filters in this report:

  • Date
  • Interval Type
  • Measure Name
  • Queue Type
  • Month Comparison
  • Agent Name

Performance Management Improvement and Attainment

Customers with the Talkdesk Performance Management application enabled can access this default report with predefined fields available. This report helps understand improvement for overall Measures results over time, offering data such as counts and percentages of agents improving and counts and percentages of agents meeting goals.  

These are the available filters in this report:

  • Date
  • Interval Type
  • Measure Name
  • Queue Type
  • Month Comparison

 

Quality Management 

QM Evaluation Analysis

Customers with the Talkdesk Quality Management application enabled can access this default report with predefined fields available. Creating this report gives external APIs access to QM data, allowing them to extract it programmatically at a frequency defined by the user.

These are the available filters in this report:

  • Date
  • Agent Name
  • Evaluator Name
  • Form Name
  • Ring Group Names
  • Team Name
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