Reports covers everything related to reviewing CCaaS activity after the fact — running and managing existing reports, building new ones from scratch, searching individual interactions, and the reference material (metrics, criteria, row types) shared across all of it. Which section applies depends on whether a predefined report already covers the need, a custom report needs to be built, or a single interaction needs to be traced end to end.

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My Reports

The central list of every standard and custom report, with options to run, schedule, tag, and manage report access and files.

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Create Report

The report builder used to design a custom report from a row type, columns, and an optional summary.

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List of Standard Reports

Index of every predefined report included with the Standard Reports license.

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Chat Reports

Index of every predefined report scoped to Web Chat interactions, requiring the Web Chat Channel license.

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Cradle to Grave

An interaction-level search and drill-down tool that logs every event of an interaction from start to finish.

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Metrics and Criteria

Reference material for the metrics and filter criteria used to build and shape reports.

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Report Definitions

Index of what each row type represents on a report, and what to expect in the resulting rows and columns.