Reports are a component of Analytics that present information about system statistics related to the volume of messages, the message and agent activity, and the quality of agent responses and service level in your contact center. Most reports present statistics through charts and tables. An individual report may include a table and some type of chart, whether a bar chart, or a pie graph.
Reports generally include data on the current period and the previous period. Some reports show the growth (in percentage) between the two periods. The previous period corresponds to the period preceding the analyzed period. The duration of this period is identical to the analyzed period. If you select a month and this month contains 30 days, the previous period corresponds to the previous 30 days.
Only the results of the agents with data collected by the indicators are displayed (if an agent was inactive for the selected period, his or her name will not appear in the table). Messages deleted from the interface are taken into account, but those deleted from the channel are not. The data is cached on the server for 20 minutes.
Filter report parameters
This section describes the parameters you can use to filter messages. Filters may vary depending on the report.
1. Period: Use this field to select a day, week, month or custom period
2. Back to today's date: Use this field to return to today’s date
3. Start date: Use this field to specify a start date (selectable if custom is selected)
4. End date: Use this field to specify an end date (selectable if custom is selected)
5. Filter by channel: Use this field to select one or more channels to refine the results
6. Filter by category: Use this field to select one or more categories to refine the results
7. Filter by team: Use this field to select one or more teams to refine the results
8. Filter by agent: Use this field to select one or more agents to refine the results
9. Filter by message type: Use this field to filter results by message type
Agent messages (outgoing messages)
Sorting and displaying table results
When an arrow is displayed at the top of the column for a table, you can sort the results (in an ascending or descending order) by clicking on the column headings. For some indicators, you can click items in the legend to hide or redisplay data from the chart. Many reports that contain a pie graph are interactive. You can click on parts of the graph to see particular sections separate out.
On some statistics, color gauges appear in the results. The colored gauges represent the position of the agents in relation to the mean:
Green: above average
Red: below average
Volume reports are a standardized way to get information on the volume of messages in your contact center. There are a variety of volume reports that represent the most common data that you may want to analyze. You can find your volume reports by navigating to Analytics > Volume and selecting a specific report.
Activity tracking reports
Activity tracking reports are a standardized way to get information on the message and agent activity in your contact center. There are a variety of reports that represent the most common system activity. You’ll find activity tracking reports by navigating to Analytics > Activity Tracking and selecting a specific report.
Quality value reports
Quality value reports are a standardized way to get information on the quality of agent responses and service level in your contact center. There are a variety of reports that represent different quality data. You can find quality value reports by navigating to Analytics > Quality value and selecting a specific report.
The AI engine section contains two reports, Sentiment analysis and AI Filtering (if this feature is configured). The Sentiment analysis report uses the artificial intelligence (AI) engine to analyze message sentiment and record a count of positive, negative, or neutral messages as they arrive in the system.
For example, a message that says ‘Your product is easy to configure, and has helped improve contact center productivity’ may be evaluated and count as a positive message, while a message that says ‘I’m having trouble configuring your product, because of many problems’ may count as a negative message. Finally, a message that simply asks about a product or feature may count as a neutral message.
The AI Filtering report shows the results of AI filtering operations by the AI engine.
You’ll find these reports by navigating to Analytics > AI engine.