Introduction to Standard Historical Reports

VIEW standard historical reports are delivered with storm^® VIEW^TM and cover historical reporting across all storm communication channels. The reports are available to report administrators for dragging and dropping onto dashboards. The reports are organised under the following categories:

General Reports

Queue Reports

Agent Reports

OUTBOUND Reports

General Reports

Report	What Does it Show?
Incoming Communications Chart	This report displays the number of incoming communications to your organisation across selected channels in a choice of formats.
Incoming Communication	This report displays the number of incoming communications to your organisation across all channels in a tabular format.
Incoming Hourly Calls Chart	This report displays the distribution of incoming calls that were made to your organisation's access numbers by hour of day allowing you to easily identify the busy and quiet periods of selected days.
Outgoing Communication	This report displays the total number of manual outgoing communications that occurred across all channels in your organisation.
Incoming Call Originations	This report displays the originating numbers from which calls arrived at storm. It also shows each call duration, which is measured from when the call entered storm to when the call ended.
Outgoing Call Destinations	This report displays the number of manual calls that were made by storm users to external telephone numbers as well as call durations.
Outgoing Callers	This report displays manual outgoing calls that were made by storm users and also the call durations.
Internal Calls	This report displays all internal calls in your organisation, irrespective of whether the calls were answered. This includes direct calls to user extensions and to paging groups.
IVR Performance	This report displays statistics relating to calls handled by Interactive Voice Response (IVR) FLOW scripts such as the number of incoming calls to each script and the caller duration in each.
Communication Details	This report is a data export of raw unfiltered data for all communications in your organisation and across all channels.

Queue Reports

Report	What Does it Show?
Voice Queues	This report displays incoming calls to all ACD ('intelligent') queues in a tabular format.
Voice Queues Chart	This report displays incoming calls to all storm ACD queues in a choice of formats.
Voice Queue Transfers and Overflows	This report displays the number of calls that were transferred to queues or which overflowed from queues.
Queue Callback Summary	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.
Queue Callback Requests	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.
Queue Callbacks Serviced	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.
Email Queues	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).
Incoming Emails List	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.
SMS Queues	This report displays the total number of incoming SMS messages that entered ACD queues, allowing you to check on historical queue performance.
Incoming SMS Messages List	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.
Web Chat Queues	This report displays the total number of incoming Web Chat requests that entered ACD queues, allowing you to check on historical queue performance.
Web Chat Sessions List	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.
Twitter Queues for Public Messages	This report displays the total number of incoming Twitter public messages (Tweets) that entered ACD queues, allowing you to check on historical queue performance.
Twitter Queues for Direct Messages	This report displays the total number of incoming Twitter Direct messages (DMs) that entered ACD queues, allowing you to check on historical queue performance.
Facebook Queues for Public Messages	This report displays the total number of incoming Facebook public messages that entered ACD queues, allowing you to check on historical queue performance.
Facebook Queues for Direct Messages	This report displays the total number of incoming Facebook Direct messages (DMs) that entered ACD queues, allowing you to check on historical queue performance.

Agent Reports

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.

OUTBOUND Reports

Report	What Does it Show?
OUTBOUND Agent Campaigns	This report displays the number of agent calls that were connected to contacts in storm OUTBOUND dialler campaigns. It also provides agent talk durations, hold durations, and other summary statistics for each campaign.
OUTBOUND Campaigns List	This report is a data export providing details of each interaction that was made in live-agent and text-based storm OUTBOUND campaigns.
OUTBOUND Agent Preview Calls	This report displays the total number of preview calls that were made in OUTBOUND agent campaigns along with the call durations. It applies exclusively to OUTBOUND campaigns that used the Preview pacing profile.

The reports cannot be edited. They may be used out-of-the-box or as templates. You can also share the reports with your sub-organisations. Detailed procedures (such as Use a Historical Report as a Template and Share Historical Reports With Your Sub-Organisations) are available in the storm VIEW User Guide.

The standard reports are suitable for reporting on standard storm configurations. To report on bespoke configurations or complex custom services, create your own historical reports as described in the storm VIEW User Guide.