12 Reports UCCX

  • Agent Summary – Daily

    A historical report on CCX platform that provides day wise consolidated stats of agents on inbound and outbound contacts.

  • Assistance – Specific Numbers

    A historical report on CCX platform that provides day wise count of calls to 7 specific numbers.

  • Custom Call Variable CSQ – 30 Min

    A half hourly report on CCX platform that displays consolidated statistics on Custom Variable and CSQ.

  • Custom Call Variable CSQ – Daily

    A historical report on CCX platform that provides day wise consolidated stats on Custom Variable and CSQ.

  • Custom Real Time Since Midnight

    A real time report on CCX platform that displays statistics of CSQs since midnight.

  • Manual Outbound Dialing

    A report on CCX platform that counts number of calls manually dialed by agent outside the contact center.

  • Team and Agent Performance-Chat

    A report on CCX platform that consolidates team and agent performance on Socialminer chat KPI’s

  • Team Performance – Inbound

    A report on CCX platform that displays team performance on inbound KPIs.

  • Inbound and Outbound Calls Detail

    A call by call report on CCX platform that displays inbound (ACD & Non-ACD), outbound (IPCC & Non-IPCC), internal, external and transferred calls detail.

  • Agent Call Statistics

    This historical report on CCX platform displays consolidated statistics of agent answered (Incoming, Internal, Outgoing, Transfer) calls on team basis.

  • Agent KPIs-Hourly

    This report on CCX platform shows agent wise hourly consolidated statistics of received, answered and abandoned calls.

  • Calls Abandoned Detail

    A call by call report on CCX platform that displays lost (abandoned on ring) and abandoned (in queue) calls detail.

12 Reports UCCE

  • Abandoned Call Detail

    A historical report on CCE platform that provides detail of each contact dropped by the customer while waiting for an agent in queue.

  • ACD Results

    A historical report on CCE platform that provides outcome of all outbound contacts attempted by dialer during a campaign.

  • Agent Login Logout

    A historical report on CCE platform that provides statistics for an agent session. A session begins when an agent first logs in to the system and ends when the agent logs out. (Data is written at agent logged out event)

  • CUIC Report Template

    DateTime

  • Call Transfer Detail

    A historical CDR report on CCE platform showing detail of each contact handled along with the hang-up party (Customer or Agent).

  • Agent Disposition

    A historical report on CCE platform that provides consolidated stats of all wrap-up entered by agent after handling outbound contact.

  • Lead Search

    A historical report on CCE platform that provides the outcome of lead attempted by the dialer.

  • Agent Not Ready Reason

    A historical report on CCE platform that provides the consolidated stats of Not ready reasons availed by agent during the shift.

  • System Disposition

    A historical report on CCE platform that provides consolidated outcomes of outbound contacts w.r.t system.

  • Agent Performance

    A historical report on CCE platform that provides consolidated stats of agents worked on outbound campaigns.

  • Call Type Real Time

    A report on CCE platform provides real-time statistics for each call type configured in the system. The system generates ‘Real Time’ record for each call type To5 (during the rolling five-minute interval) & Today (since midnight).

  • Agent and Team Wise Hourly

    This report on CCE platform shows agent and team wise hourly consolidated statistics of different states.

12 Reports Agent

  • Agent Login Logout

    A historical report on CCE platform that provides statistics for an agent session. A session begins when an agent first logs in to the system and ends when the agent logs out. (Data is written at agent logged out event)

  • Call Transfer Detail

    A historical CDR report on CCE platform showing detail of each contact handled along with the hang-up party (Customer or Agent).

  • Agent Disposition

    A historical report on CCE platform that provides consolidated stats of all wrap-up entered by agent after handling outbound contact.

  • Agent Not Ready Reason

    A historical report on CCE platform that provides the consolidated stats of Not ready reasons availed by agent during the shift.

  • Agent Performance

    A historical report on CCE platform that provides consolidated stats of agents worked on outbound campaigns.

  • Agent Summary – Daily

    A historical report on CCX platform that provides day wise consolidated stats of agents on inbound and outbound contacts.

  • Manual Outbound Dialing

    A report on CCX platform that counts number of calls manually dialed by agent outside the contact center.

  • Team and Agent Performance-Chat

    A report on CCX platform that consolidates team and agent performance on Socialminer chat KPI’s

  • Team Performance – Inbound

    A report on CCX platform that displays team performance on inbound KPIs.

  • Inbound and Outbound Calls Detail

    A call by call report on CCX platform that displays inbound (ACD & Non-ACD), outbound (IPCC & Non-IPCC), internal, external and transferred calls detail.

  • Agent Call Statistics

    This historical report on CCX platform displays consolidated statistics of agent answered (Incoming, Internal, Outgoing, Transfer) calls on team basis.

  • Agent KPIs-Hourly

    This report on CCX platform shows agent wise hourly consolidated statistics of received, answered and abandoned calls.

7 Reports Outbound

  • ACD Results

    A historical report on CCE platform that provides outcome of all outbound contacts attempted by dialer during a campaign.

  • Agent Disposition

    A historical report on CCE platform that provides consolidated stats of all wrap-up entered by agent after handling outbound contact.

  • Lead Search

    A historical report on CCE platform that provides the outcome of lead attempted by the dialer.

  • System Disposition

    A historical report on CCE platform that provides consolidated outcomes of outbound contacts w.r.t system.

  • Agent Performance

    A historical report on CCE platform that provides consolidated stats of agents worked on outbound campaigns.

  • Agent Summary – Daily

    A historical report on CCX platform that provides day wise consolidated stats of agents on inbound and outbound contacts.

  • Manual Outbound Dialing

    A report on CCX platform that counts number of calls manually dialed by agent outside the contact center.

2 Reports CallType

  • Abandoned Call Detail

    A historical report on CCE platform that provides detail of each contact dropped by the customer while waiting for an agent in queue.

  • Call Type Real Time

    A report on CCE platform provides real-time statistics for each call type configured in the system. The system generates ‘Real Time’ record for each call type To5 (during the rolling five-minute interval) & Today (since midnight).

8 Reports Inbound

  • Abandoned Call Detail

    A historical report on CCE platform that provides detail of each contact dropped by the customer while waiting for an agent in queue.

  • Call Transfer Detail

    A historical CDR report on CCE platform showing detail of each contact handled along with the hang-up party (Customer or Agent).

  • Call Type Real Time

    A report on CCE platform provides real-time statistics for each call type configured in the system. The system generates ‘Real Time’ record for each call type To5 (during the rolling five-minute interval) & Today (since midnight).

  • Agent Summary – Daily

    A historical report on CCX platform that provides day wise consolidated stats of agents on inbound and outbound contacts.

  • Custom Call Variable CSQ – 30 Min

    A half hourly report on CCX platform that displays consolidated statistics on Custom Variable and CSQ.

  • Custom Call Variable CSQ – Daily

    A historical report on CCX platform that provides day wise consolidated stats on Custom Variable and CSQ.

  • Team Performance – Inbound

    A report on CCX platform that displays team performance on inbound KPIs.

  • Agent KPIs-Hourly

    This report on CCX platform shows agent wise hourly consolidated statistics of received, answered and abandoned calls.

5 Reports CSQ