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Reporting Reference Guide

Introduction

• Purpose
• Audience

Access to Reports and Records

• General Information About Access to Reports and Records
• Report Generation
• Scheduling Reports

Interaction Records

• Interaction Records Search
• Search Criteria
• Search Results
• Global Interaction Identifier

Quality Management

• General Information About Quality Management
• Call Recordings
• Chat Transcripts
• Email Messages
• Screen Recordings

Agent 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 Report

Aggregate 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
• 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) Report

Carrier Usage

• Current Usage Reports

Patterns

• Customer Conversation Patterns Report

Campaign Results

• Detailed Format
• Simple Format

Recordings Details

• Recordings Details Format

Real-time Metrics

• Information About Real-Time Metrics
• List of All Real-Time Metrics