Agent Reports

This section documents the reports for multi-channel communications measured against your contact centre inbound agents.

Report	What Does it Show?
Agent Performance	This report displays historical agent performance statistics for incoming calls routed through queues and also statistics for outgoing calls.
Agent Productivity	This report displays historical agent productivity statistics such as logged in durations and the durations spent handling calls.
Agent Productivity Chart	This report shows how long agents spent on incoming and outgoing interactions across all communication channels.
Agent Groups	This report displays incoming communications to all agent groups.
Agent Groups Chart	This report displays incoming call attempts and answered calls to all agent groups allowing you to check on historical agent group performance.
Agent Completion Codes	This report displays the final completion codes that were selected by agents who handled incoming calls, allowing you to see the outcome of such calls in your contact centre.
Agent Incoming Calls List	This report is a data export listing every external incoming call that was routed to an agent, irrespective of being answered or not answered.