Reports List

Reports in SmartAssist allow supervisors to assess a specific agent’s performance against key metrics, such as average handle time and other relevant parameters. Choose from various report types to fit your specific needs.

REPORT	DESCRIPTION
Agent Activity Summary	The Agent Activity Summary Report to obtain a summary of agent time by status calculated daily.
Agent Chat Metrics	The Agent Chat Metrics Report is a daily summary of agent performance metrics, particularly relevant to chat conversations.
Agent Login Logout Summary	A detailed report of an agent’s login and logout events.
Agent Metrics Daily	A daily summary of agent performance metrics, by channel.
Agent Status Detail	The Agent Status Detail Report consists of comprehensive information on all status changes that occurred within a date range.
Interaction Details Report	A comprehensive report covering how all interactions were processed, by whom, and their final dispositions. This report displays all the meta-data about each conversation excluding the recording or transcript.
IVR Containment Report	The IVR Containment Report shows data on all incoming calls. It identifies callers and provides details on each caller’s purpose and how their conversations ended.
Queue Dispositions Report	The Queue Dispositions Report is a summary of disposition codes for interactions associated with each queue.
Queue Metrics Summary	A daily report showcasing the summary of queue load and performance information, calculated daily.
Queue Chat Metrics Interval Report	The Queue Chat Metrics Interval Report is a summary of queue performance metrics that are particularly relevant to chat conversations, aggregated over configurable intervals (30-minute default).
Selected Hours Report	The Selected Hours Report shows daily totals of every agent’s productive hours. Productive hours are determined by built-in and custom statuses selected by users.
Total Volumes Report	The Total Volumes Report provides comprehensive statistics on conversations, including counts and duration, categorized by channel and direction, within a specified time frame. Users can view the total number of conversations, duration, the cumulative agent minutes expended, etc.
Queue Metrics Interval Report	This report provides queue performance metrics at sub-daily intervals (15 minutes to 4 hours). It includes service level data, highlighting both met and unmet targets.
Interaction Details by Segment Report	This is a comprehensive report that covers how all interactions were processed for each segment.
Skill Metrics Daily Report	This report provides a daily summary of performance based on conversation skills. This report groups data by Skill and Day, with no grouping by channel or direction. segment.
Latency Report	This report highlights calls exceeding a defined latency threshold. For example, supervisors can generate a report of all calls where the P90 end-to-end latency is greater than 500 milliseconds (ms). segment.

Reports List

Reports in SmartAssist allow supervisors to assess a specific agent’s performance against key metrics, such as average handle time and other relevant parameters. Choose from various report types to fit your specific needs.

REPORT	DESCRIPTION
Agent Activity Summary	The Agent Activity Summary Report to obtain a summary of agent time by status calculated daily.
Agent Chat Metrics	The Agent Chat Metrics Report is a daily summary of agent performance metrics, particularly relevant to chat conversations.
Agent Login Logout Summary	A detailed report of an agent’s login and logout events.
Agent Metrics Daily	A daily summary of agent performance metrics, by channel.
Agent Status Detail	The Agent Status Detail Report consists of comprehensive information on all status changes that occurred within a date range.
Interaction Details Report	A comprehensive report covering how all interactions were processed, by whom, and their final dispositions. This report displays all the meta-data about each conversation excluding the recording or transcript.
IVR Containment Report	The IVR Containment Report shows data on all incoming calls. It identifies callers and provides details on each caller’s purpose and how their conversations ended.
Queue Dispositions Report	The Queue Dispositions Report is a summary of disposition codes for interactions associated with each queue.
Queue Metrics Summary	A daily report showcasing the summary of queue load and performance information, calculated daily.
Queue Chat Metrics Interval Report	The Queue Chat Metrics Interval Report is a summary of queue performance metrics that are particularly relevant to chat conversations, aggregated over configurable intervals (30-minute default).
Selected Hours Report	The Selected Hours Report shows daily totals of every agent’s productive hours. Productive hours are determined by built-in and custom statuses selected by users.
Total Volumes Report	The Total Volumes Report provides comprehensive statistics on conversations, including counts and duration, categorized by channel and direction, within a specified time frame. Users can view the total number of conversations, duration, the cumulative agent minutes expended, etc.
Queue Metrics Interval Report	This report provides queue performance metrics at sub-daily intervals (15 minutes to 4 hours). It includes service level data, highlighting both met and unmet targets.
Interaction Details by Segment Report	This is a comprehensive report that covers how all interactions were processed for each segment.
Skill Metrics Daily Report	This report provides a daily summary of performance based on conversation skills. This report groups data by Skill and Day, with no grouping by channel or direction. segment.
Latency Report	This report highlights calls exceeding a defined latency threshold. For example, supervisors can generate a report of all calls where the P90 end-to-end latency is greater than 500 milliseconds (ms). segment.