Note: Not all reports are available in default dashboards.
Helpful hint!
Some parts of the UI will refer to reports as ‘insights.’ Reports are ‘insights’ as well. Still, most of the UI will only refer to reports as ‘reports’ and not ‘insights.’ Insight is a deprecated term.
Agents
Agent Activity Report: Used in the Agent Activity Details section of the Agent Activity dashboard.
Agents Handling Interactions by Channel Type Trend by Hour: Line graph that shows the number of agents handling interactions by channel type, by the hour.
Avg Speed of Answer Day Trend: Line graph that shows the average speed of answer in seconds for each day, based on the time interval given in your filter.
Inbound Abandoned by Channel Type: Pie chart that shows the number of abandoned inbound calls by channel type.
Inbound Abandoned Report: Chart that shows details of abandoned inbound calls that include the product group and the product. It also shows the number of calls that were presented, accepted, abandoned, and manual calls that did not connect.
Inbound Accepted by Channel Type: Pie chart that shows the amount of accepted inbound calls and/or interactions by channel type.
Inbound Deflected by Channel Type: Pie chart that shows the amount of calls or interactions that were deflected (sent to another destination) by channel type.
Inbound Interactions by Day: Used in the Inbound Interactions Trends section of Inbound Overview dashboard.
Service Level Day Trend: Line chart that shows the percentage of calls or interactions that passed the SLA out of the total of interactions queued, by day.
Interactions
Agent Interaction Time by Channel Type: Used in the Agent Login and Interaction Time Distribution section of Agent Activity dashboard.