GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

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. 

 

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.