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• 5.19

Contents

Reporting Reference Guide

Introduction

Purpose
AudienceAccess to Reports and Records
General Information About Access to Reports and Records
Report Generation
Scheduling ReportsInteraction Records
Interaction Records Search
Search Criteria
Search Results
Global Interaction IdentifierQuality Management
General Information About Quality Management
Call Recordings
Chat Transcripts
Email Messages
Screen RecordingsAgent Timeline
Agent Activity Search Detail Reports
General Information About Detail Reports
Agent Activity Report
Agent Activity CSV Report
Call Detail Report
Call Detail CSV Report
Email Detail Report
Internal Chats ReportAggregate Reports
General Information About Aggregate Reports
Agent Email Report
Agent Login/Logout Report
Agent Performance Report
Agent Time Allocation Report
Campaign in Time Report
Monthly Concurrent Users Report
Dispositions in Time Report
Email Service Report
Hunt Group Usage Details Report
Intra-Team by Service Report
Intra-Team Performance Report
Requested Skills Report
Scenario Block Disconnects Report
Scenario Block Frequency Report
Service in Time Report
Service in Time - Voice and Chat Report
Service Metrics Report
Service Staffing and Overflow Report
Team Email Report
Team Operation Quality Report
Team Performance Report
Telemarketing Compliance Report
Virtual Queue (Callback) ReportCarrier Usage
Current Usage ReportsPatterns
Customer Conversation Patterns ReportCalling List Update Logs
Calling List Update LogsCampaign Results
Detailed Format
Simple FormatRecordings Details
Recordings Details FormatReal-time Metrics
Information About Real-Time Metrics
List of All Real-Time Metrics

Team Tasks Report

The Team Tasks report provides key performance indicators for teams handling tasks. It presents the same metrics as the Agent Tasks Report, but aggregated for all agents within the selected teams who handled tasks.

This report gives performance indicators for teams handling task services

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