| Report | Description |
|---|---|
| Agent Activity Summary Report | A daily summary of agent time by status. |
| Agent Chat Metrics Report | A daily summary of agent performance metrics relevant to chat conversations. |
| Agent Entry Exit Summary Report | The Agent Entry Exit Summary Report is a detailed report of an agent’s entry and exit events. |
| Agent Group Membership Report | A detailed report of an agent’s group memberships. |
| Agent Login Logout Summary Report | A detailed report of an agent’s login and logout events. |
| Agent Metrics Daily Report | A daily summary of agent performance metrics, by channel. |
| Agent Status Detail Report | Comprehensive information on all status changes that occurred within a date range. |
| Dialer Campaign History Report | Records all dialer attempts by all agents for selected campaigns, during a time interval. |
| Interaction Details Report | A comprehensive report covering how all interactions were processed, by whom, and their final dispositions. Includes conversation metadata excluding recordings or transcripts. |
| IVR Containment Report | Covers all calls made, callers identified, and per-intent data and outcomes on a daily basis. Requires predefined message tags in the bot designer. Applicable for voice calls only. |
| Queue Dispositions Report | Summarizes disposition codes for interactions associated with each queue. |
| Queue Metrics Summary Report | A daily report showing queue load and performance summary. |
| Queue Chat Metrics Interval Report | Summarizes queue performance metrics relevant to chat conversations, aggregated over configurable intervals (30-minute default). |
| Selected Hours Report | Shows daily totals of every agent’s productive hours, determined by built-in and custom statuses selected by users. |
| Total Volumes Report | Provides comprehensive statistics on conversations including counts and duration, categorized by channel and direction, within a specified time frame. |
| Queue Metrics Interval Report | Provides queue performance metrics at sub-daily intervals (15 minutes to 4 hours), including service level data highlighting met and unmet targets. |
| Interaction Details by Segment Report | A comprehensive report covering how all interactions were processed for each segment. |
| Skill Metrics Daily Report | A daily summary of performance based on conversation skills, grouped by Skill and Day with no grouping by channel or direction. |
| Latency Report-BETA | Highlights calls exceeding a defined latency threshold, such as all calls where P90 end-to-end latency is greater than 500 ms. |
| Agent Response Usage Report | Tracks how many times agents used each standard response and secure form over a selected date range. |
Reports List
Back to Introduction to Reports
Contact Center AI reports let supervisors assess agent performance against key metrics such as average handle time. Choose from the following report types: