Standard Reports
Index of every predefined CCaaS standard report and what it shows.
List of Standard Reports indexes every predefined report included with the Standard Reports license. See Chat Reports for the reports scoped to Web Chat interactions, which additionally require the Web Chat Channel license.
| Report | Description |
|---|---|
| Abandoned Calls | Every abandoned call for the selected time frame, with the final agent, final event, and call duration. |
| Account Code Summary | Call and chat totals for each selected account code over the selected time frame. |
| Account Code Summary by Agent | Call and chat totals for each selected account code, broken into a sub-report per agent. |
| Agent Call Summary | Call totals and durations for each selected agent over the selected time frame. |
| Agent Call Summary by Skill | Agent call performance broken into a sub-report per selected skill. |
| Agent Call Volume | Agent call totals and durations broken down by time interval, one sub-report per agent. |
| Agent Calls | Every call for each selected agent over the selected time frame, one sub-report per agent. |
| Agent Feature Trace | Every feature instance for each selected agent over the selected time frame, one sub-report per agent. |
| Agent Reason Code Trace | Every feature instance with a reason code applied for each selected agent, one sub-report per agent. |
| Audit Events | Changes made in CCaaS and who made them, filterable by event type, user account, and access level. |
| Call Details | Every call for the selected time frame, sorted by Call ID, with parties, duration, and answer status. |
| Call Performance | Inbound call performance statistics for a selected skill, broken down by time interval. |
| Call Volume | Overall inbound call traffic statistics for a selected skill, broken down by time interval. |
| Callback Calls | Every call involving the Queue Callback feature for the selected time frame. |
| Calls by Account Code | Every call for each selected account code over the selected time frame, one sub-report per account code. |
| Calls by Caller ID | Every call for each matching Caller ID over the selected time frame, one sub-report per Caller ID. |
| External Number Summary | Call totals and durations for each selected external number over the selected time frame. |
| Missed Call Summary | Inbound call traffic statistics for a selected skill, with an emphasis on missed calls, broken down by time interval. |
| Skill Call Summary | Inbound call statistics for each selected skill over the selected time frame. |
| Skill Call Volume | Inbound call traffic statistics for each selected skill, broken down by time interval, one sub-report per skill. |
| Skill Callback Summary | Queue Callback event totals for each selected skill over the selected time frame. |
Updated 8 days ago