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Engage Voice | Standard Historical reports

Last updated on September 21, 2022

Table of contents

These reports are created by the system. They are associated with default dashboards, but you can also use them however you want.
 
Read about default dashboards in Historical dashboards reference. 
 
Note: Not all reports are available in default dashboards. Dashboards and reports that reference digital data are reserved for future use.

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

  • Acceptance Rate Trend: Shows the change in the percentage of acceptance rate of segments over time. 
  • Agent Activity Report: Used in the Agent Activity Details section of the Agent Activity dashboard.
  • Agent Avg Handle Time Distribution: Chart that shows the distribution (in percentage) of the average handle time of agents.
  • Agent Avg Handle Time Distribution Details: Table that shows each agent's average handle time. It also details each agent’s agent group, location, and the number of segments and interactions.
  • Agent Conduct Report: Table chart that shows agent statistics to analyze and monitor any misbehavior of agent operations in handling interactions. Used in the Agent Conduct Details section of the Agent Conduct dashboard.
  • Agent Digital State Chart: Used in the Agent State dashboard.
  • Agent Digital State Report: Used in the Voice and Digital Agent State section of the Agent State dashboard. 
  • Agent Handle Time Analysis: Bubble chart that shows the correlation between Avg Talk Time (x-axis) and Avg Wrap Time (y-axis), taking into account the interaction volume (segments in measure, bubble size) by agent (view by). Used in the Agent Activity Details section of the Agent Activity dashboard.  
  • Agent Handle Time in Group: Shows the individual average handle time for each agent and the average handle time per agent group. Used in the Agent Handle Time section of the Agent Conduct dashboard.
  • Agent Login Time: Displays total agent login time in a time period for accounts, in relation to the Account Name and Account ID.
  • Agent Login Time Utilization (Voice): Used in the Agent Login and Interaction Time Distribution section of the Agent Activity dashboard.
  • Agent Login Utilization (Digital): Used in the Agent Login and Interaction Time Distribution section of the Agent Activity dashboard.
  • Agent Occupancy Trend by Day: Used in the Capacity Trends section of the Omnichannel Overview dashboard.
  • Agent Occupancy Trend by Hour: Shows a line chart of the Avg Queue Time Handling Interactions KPI’s daily trend for each channel type by the hour.
  • Agent Voice State Chart: Used in the Voice and Digital Agent State section of the Agent State dashboard.
  • Agent Voice State Report: Used in the Agent State dashboard. Shows a chart that gives the agent’s full name, base state, pending disposition time, other agent state time and the total agent state time (pending disposition time plus other agent state time) for voice agents.
  • Agents by Channel Type: Used in the Distributions by Channel Type section of the Omnichannel Overview dashboard.
  • Agents by Channel Type Trend by Day: Used in the Trends by Channel Type section of the Omnichannel Overview dashboard.
  • Agents Handling Interactions by Channel Type Trend by Hour: Line graph that shows the number of agents handling interactions by channel type per hour. 
  • Agents Without Disposition: Bar chart that shows the full name of agents and their respective segment count without dispositions. 
  • Calls, Ring Time, Queue Time and RNA Time: Combo chart that shows the sum of the ring, RNA, and queue times in separate columns (left axis), with a line chart plotting the total number of calls (right axis) over a period of time. Used in the Calls Volume & Wait Times and Ring No Answer Calls Distribution section of the Agent Conduct dashboard.
  • Interactions Distributions for Agents in Queue: Shows how calls are distributed between agents in queue together.
  • Handle Time & Escalation Rate: Bubble chart that shows the correlation between Avg Handle Time and Escalation Rate.
  • Handle Time & Successful Calls: Bubble chart that shows the correlation between Avg Handle Time and Successful Calls.
  • Interaction Handle Time Distribution: Chart that aggregates the number of interactions based on handle time intervals in minutes. 
  • Interaction Handle Time Distribution Details: Table that shows by UII the details of interaction handle times.
  • Interactions Distributions for Agents in Queue: Shows the correlation between wait time and the number of interactions for every agent, which can help analyze and better understand calls distribution within agents in queue.
  • RNA by Agent: Bar chart that tracks the RNA count for each agent. Used in the Calls Volume & Wait Times and Ring No Answer Calls Distribution section of the  Agent Conduct dashboard. 
  • Top 10 Agent Handle Time vs All Agents: Combo chart that tracks the average handle time (bar, left axis) and the overall average handle time (line, right axis) for the top 10 agents. Used in the Agent Handle Time section of the  Agent Conduct dashboard.
  • Ring No Anser Call Details: In-depth table that shows other metrics and how they connect to RNA calls. Other metrics include the date, time, call type, ANI, DNIS, product, etc.
  • Voice Agent Utilization & Occupancy Trend: Compares Voice Agent Utilization vs Voice Agent Occupancy over time.
  • Average Agent Wrap Up Time by Campaign: Heatmap of the average wrap-up time of agents in campaigns.
  • Outbound Call Results: Bar graph that shows the number of call attempts per call result.
  • Outbound Agent Dispositions: Bar graph that shows the number of call attempts per agent dispositions.

Dispositions

Inbound

  • Abandon in Queue % by Queue: Used in the Service Level KPIs by Queue section of the Inbound Voice Service Level Summary dashboard.
  • Acceptance Rate by Queue: Used in the Inbound Queues section of the Inbound Overview dashboard.
  • Agent Rejected by Channel Type: Pie chart that shows the percentage of agents rejected by channel type.
  • Average Queue Time by Channel Type: Used in the Inbound Queues section of the Inbound Overview dashboard.
  • Avg Queue Time by Channel Type by Hour: Bar chart that shows the average queue time by channel type, by the hour. 
  • Avg Queue Time by Channel Type Trend by Day: Used in the Capacity Trends section of the Omnichannel Overview dashboard.
  • Avg Speed of Answer by Queue: Used in the Inbound Queues and Service Level KPIs by Queue sections of the Inbound Overview and the Inbound Voice Service Level Summary dashboards, respectively.
  • 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.
  • Delay to Abandon Report: Used in the Answered Wait Time and Delay to Abandon section of the Inbound Voice Service Level Summary dashboard.
  • Hourly Inbound Call Trends: Used in the Hourly Trends section of the Hourly Inbound Statistics dashboard.
  • Hourly Inbound Statistics Report: Used in the Download Hourly Inbound Statistics section of the Hourly Inbound Statistics dashboard.
  • Hourly Inbound Time Trends: Used in the Hourly Trends section of the Hourly Inbound Statistics dashboard.
  • 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 Answered Report: Used in the Answered Wait Time and Delay to Abandon section of the Inbound Voice Service Level Summary dashboard.
  • 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 the Inbound Overview dashboard.
  • Inbound Overview Report: Used in the Inbound Queue Details section of the Inbound Overview dashboard.
  • Inbound Queue Interactions: Used in the Inbound Queues section of the Inbound Overview dashboard.
  • Inbound Queue Interactions Time: Used in the Inbound Queues section of the Inbound Overview dashboard.
  • Manual Dials No Connect by Channel Type: Pie chart that shows the number of manual calls placed by agents that did not connect, by channel type.
  • Queue Abandon Rate % Day Trend: Line chart that shows the queue abandon rate in percentage, by day.
  • Queue Time by Channel Type: Pie chart that shows the total amount of time spent in a queue by customers, per channel.
  • RNA by Channel Type: Pie chart that shows the total number of Ring No Answer or RNA by channel.
  • SLA Trend: Line chart that shows the percentage of calls or interactions that passed the SLA out of the total interactions queued. Used in Inbound Overview dashboard.
  • Service Level by Queue: Used in the Service Level KPIs by Queue section of the Inbound Voice Service Level Summary 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 the Agent Activity dashboard.
  • Agent Ring, Talk, and Wrap Time by Day: Used in the Trends section of the Agent Activity dashboard.
  • Agents and Handled Interactions by Day: Used in the Trends section of the Agent Activity dashboard.
  • Avg Handle Time by Channel Time by Hour: Line chart that shows the average handle time of interactions by the hour.
  • Avg Handle Time by Channel Type: Used in the Distributions by Channel Type section of the Omnichannel Overview dashboard.
  • Avg Handle Time by Channel Type Trend by Day: Used in the Trends by Channel Type section of the Omnichannel Overview dashboard.
  • Interactions by Channel Type (bar chart): Used in the Distributions by Channel Type section of the Omnichannel Overview dashboard.
  • Interactions by Channel Type Trend by Day: Used in the Trends by Channel Type section of the Omnichannel Overview dashboard.
  • Interactions by Channel Type Trend by Hour: Bar chart that shows the number of interactions by channel per hour. 
  • Interactions Handled by Channel Type: Pie chart that shows the number of interactions handled by channel type.
  • Ring Time by Channel Type: Pie chart that shows the total amount of ring time by channel type.
  • Talk Time by Channel Type: Pie chart that shows the total amount of talk time by channel type. 
  • Wrap Time by Channel Type: Pie chart that shows the total amount of wrap time by channel type.
  • Interaction Details: Used in the Inbound Overview dashboard.

IVR

  • Interactions by IVRs and IVR Nodes Chart with Custom Data: Bar chart that shows IVR and IVR node interactions count (including abandoned interactions).
  • IVR Activity Bar Chart: Used in the IVR Activity section of the Inbound IVR Overview Dashboard.
  • IVR Custom Field Numerical Value: This report demonstrates how numerical values coming as IVR custom fields can be used in reports.
  • IVR Custom Field Value Distribution: Table that lists the IVR, IVR nodes, and their corresponding interaction count (including abandoned interactions). Also includes custom field information. Learn more about custom fields here and here. 
  • IVR Detail (with Custom Fields): Detailed IVR report with IVR activity presented on a segment level of detail, and showing custom fields collected by the IVR.
  • IVR Detail (with Talk Time): Detailed IVR report with IVR activity presented on a segment level of details.
  • IVR External Transfer Talk Duration by DNIS (Table): Table that shows the total external transfer talk time of IVRs and IVR groups per DNIS.
  • IVR Overview Report: Table that gives an overview of IVR usage and activities. 

Outbound

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