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. See Email Reports for the reports scoped to Email interactions.

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 Calls with Sentiment	Every call for each selected agent with its sentiment scores, final sentiment, and topics, 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 OmniChannel Performance	Call, message, login, and Do Not Disturb statistics for each selected agent over the selected time frame.
Agent OmniChannel Time Interval	Agent call, message, email, login, and Do Not Disturb statistics broken down by time interval, one sub-report per agent.
Agent QA Calls	Every AutoQA-evaluated call for each selected agent with its CX QA Campaign scores, one sub-report per agent.
Agent QA Summary	Average CX QA Campaign evaluation scores for each selected agent over the selected time frame.
Agent QA Time Interval	Average CX QA Campaign evaluation scores broken down by time interval.
Agent Reason Code Trace	Every feature instance with a reason code applied for each selected agent, one sub-report per agent.
Agent Sentiment Summary	Sentiment score averages and outcome counts for each selected agent over the selected time frame.
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 Details by Topic	Every call tagged with each topic over the selected time frame, with handle time and sentiment, one sub-report per topic.
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 Summary with Sentiment	Sentiment score averages and outcome counts 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.
Skill Calls with Sentiment	Every call for each selected skill with its sentiment scores, final sentiment, and topics, one sub-report per skill.
Skill OmniChannel Summary	Call, callback, and message statistics for each selected skill over the selected time frame.
Skill OmniChannel Time Interval	Skill call, callback, message, and email statistics broken down by time interval, one sub-report per skill.

Updated 17 days ago