This section documents the reports for multi-channel communications arriving to your contact centre through your queues.
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Report |
What Does it Show? |
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This report displays incoming calls to all ACD ('intelligent') queues in a tabular format. |
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This report displays incoming calls to all storm ACD queues in a choice of formats. |
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This report displays the number of calls that were transferred to queues or which overflowed from queues. |
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This report displays the number of callback requests made by callers who were waiting to be answered in your contact centre's callback-configured queues. It also highlights the number of callback requests that were serviced by agents within the reporting period. |
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This report is a data export showing all callback requests to your callback queues along with associated wait times. It is a breakdown of the callback summary presented in the Queue Callback Summary report. |
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This report is a data export showing all queue callback requests that were serviced by agents along with associated wait times. It is a breakdown of the callback summary in the Queue Callback Summary report. |
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This report displays the total number of incoming emails to ACD queues, allowing you to check on historical queue performance. It also indicates how emails were handled by agents (for example, replied to, ignored, and followed up). |
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This report is a data export showing each email that entered an ACD queue along with information about how each was handled by an agent. |
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This report displays the total number of incoming SMS messages that entered ACD queues, allowing you to check on historical queue performance. |
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This report is a data export showing each SMS message that entered an ACD queue along with information about how each was handled by an agent. |
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This report displays the total number of incoming Web Chat requests that entered ACD queues, allowing you to check on historical queue performance. |
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This report is a data export showing each web chat session that entered an ACD queue along with information about how each was handled by an agent. |
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This report displays the total number of incoming Twitter public messages (Tweets) that entered ACD queues, allowing you to check on historical queue performance. |
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This report displays the total number of incoming Twitter Direct messages (DMs) that entered ACD queues, allowing you to check on historical queue performance. |
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This report displays the total number of incoming Facebook public messages that entered ACD queues, allowing you to check on historical queue performance. |
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This report displays the total number of incoming Facebook Direct messages (DMs) that entered ACD queues, allowing you to check on historical queue performance. |