Engage Voice | Intro to Scheduled Reports
As we discussed in Intro to Analytics, reports are a standardized way to get information on specific activities in your contact center. Scheduled Reports allows you to download or schedule a report. You can use these reports to view your data in tables with columns, rows, and headers.
Most of the reports you’ll find in the system are standard, generic, and always available, although we do offer custom reports upon request. Various general reports are available for categories that include reports on agents, digital queues, inbound calls, outbound calls, cloud, general, tracking, and more.
Upon logging in to the Analytics app, you can find your reports by navigating to Scheduled Reports via the left-hand navigation bar.
Most of the reports you’ll find in Scheduled Reports are historical reports, but you will also find some real-time reports.
While historical reports provide data that is at least one-day old, real-time reports allow you to view same-day data. Keep in mind that the real-time reports located in Scheduled Reports are different from the Real-Time reporting dashboards that you can access when you navigate to Real-Time in the Analytics app. To learn more about Real-Time, you should read Intro to Real-Time reporting.
Scheduled Reports is a useful feature because it allows you to track metrics like KPIs (Key Performance Indicators) and SLAs over days, months, and even years. They’re viewable and downloadable, so you can edit, arrange, and even print the data as you please. You can also choose from multiple download formats: CSV, PDF, HTML, XLS, XLSX, and ODS.
Helpful hint!
When creating Scheduled Reports where data pulled from the system are ‘historical’ in nature, variable data such as SLAs will be reported according to the settings that were in effect during the call. This means that if you adjust SLAs on a queue and then generate a Scheduled Report, the SLAs during the time of the call will be reported.
You can schedule reports to run at and between certain times and intervals, and even specify a timezone in which reports should process data. Reports can be forwarded to the destination(s) of your choice via email, File Transfer Protocol (FTP), and Secure File Transfer Protocol (SFTP). You can also view and manage all your scheduled reports within a table that displays schedule information and report properties.
Types of Reports
The reports you’ll find in Scheduled Reports are primarily organized by the different functions of your contact center, including categories such as inbound, outbound, and agent activity. Each category provides a variety of reports to help you retrieve data at various levels of detail. Some reports provide overview data while others provide more granular detail.
To better understand the different data parameters that are reported in your downloaded reports, please check out our Reports reference article.
Account Reports
Account Reports include custom reports that you have requested from your CSM. When you request a custom report, you can provide a list of specifications for the reporting data needed in those reports. We can add these custom reports for your regular use under the Account Reports category. However, keep in mind that this category may not be visible to you unless you have already requested custom reports.
Agent Reports
The Agent Reports category provides data about your agents. These are the report you’ll find in this category:
- Agent Account Report: Provides details for each agent account included based on the selected criteria
- Agent Activity Overview: Provides information on agent activity, including the various agent states and calls
- Agent Activity Report: Provides information on calls for each agent with activities in the time period specified
- Agent Overview Report: Provides a summary of each agent’s activity, including time spent in various states, and a breakdown of call dispositions
- Agent State Change Report Raw: Provides data for each new state an agent entered throughout the date range specified
- Manual Outbound Dial: Displays the details for any manual outbound calls made by agents on the platform
Billing Reports
The Billing Reports category provides data about your account’s transactions for billing purposes. The reports in this category include:
- Agent Billing Report: Details a breakdown of agent time for each agent in your account
- BDR Call Recordings Report: Details call recordings stored in a system for a given period of time associated with a call’s UII and the inbound call duration (to the nearest six-second increment for billing)
- BDR Cloud Out Report: Details calls that used the Cloud functionality. This helps provide more visibility for invoicing. All durations are rounded to the nearest six-second increment
- BDR Current DNIS Assignment Report: Details all DNIS on the account and type (local, pseudo-sip, TFN), as different monthly rates apply to each type
- BDR Dialer Report: Details a breakdown of billing detail records for outbound calls
- BDR Disconnect Scrub Report: Details a breakdown of billing records for any client using the Disconnect Scrub feature
- BDR DNC Scrub Report: Details a breakdown of billing records for any client using an external DNC Scrub
- BDR Inbound Report: Details a breakdown of billing detail records for inbound calls
- BDR International Report: Details a breakdown of billing records for international calls
- BDR Max Concurrent Users Report: Details the maximum number of concurrently logged-in users
- BDR Reverse Match Report: Details a breakdown of billing records for any client using the Reverse Match feature
- BDR Transfer Report: Details a breakdown of billing records for transferred calls
- Billing Usage Report: Details a breakdown of billing categories by product for the date range selected
Digital Reports
The Digital Reports category provides data about your digital queues. The reports in this category include:
- Digital Detail Report: Helps you keep track of each digital interaction covered by your search criteria, including the digital queue, the digital queue group, the total number of interactions, queue duration, and a transcription of the interaction
- Digital Overview Report: Provides an overview of all digital queues, followed by a separate section for each digital queue within your account
Cloud Reports
The Cloud Reports category provides cloud routing data for your cloud-based unified queues. The reports in this category include:
- Call Detail Download: Includes every cloud-routed call based on filtering criteria that you supply when running the report
- Cloud DNIS to DID Routing Report: Produces a list of the possible DIDs a single DNIS may be routed to, taking into consideration overrides and Cloud configuration
- Cloud Profile Metrics By Day Report: Produces an overview of metrics for selected cloud profiles broken down by specific time span
- Cloud Profile Metrics By Half Hour Report: Produces an overview of metrics for selected cloud profiles broken down by specific time span
- Rollup: Calls by Hour: Includes the number of cloud-routed calls per hour over a specified date range
General Reports
The General Reports category provides a number of global reports that describe the data that is collected on an aggregate basis in the call center through a variety of call types. The reports in this category include:
- Global Call Recording Report: Lists all calls with recordings for the search criteria specified
- Global Call Transfer Detail: Displays all transferred calls that meet the search criteria
- Global Inbound Call Detail: Provides all calls for all inbound routes in the account, including track numbers, cloud profiles, and inbound queues
Inbound Reports
The Inbound Reports category provides many different reports that can help you keep track of your inbound queues. The reports in this category include:
- ACD Track Call Summary Report: Provides a summary of data for each queue in the account. The report will also show the total for each column across all queues
- ACD Tracking Unique Callers Report: Provides a summary of data for unique calls in the account. This is similar to the ACD Tracking Call Detail Report, but in this report, calls from the same ANI are grouped into one row
- Gate Statistic Report: Provides a summary of information for all inbound queues you select to report on. The report also provides details for each specific inbound queue
- Hourly Inbound Statistics: Provides an overview of all inbound queues included in the report, with each individual inbound queue broken down in subsequent sections
- Hourly Inbound Statistics Raw: Identical to the Hourly Inbound Statistics report except that the data is presented in a ‘raw’ format that may be more appropriate for CSV data analysis
- Inbound Abandon Report: Includes data on inbound abandoned calls for all queues selected, as well as a breakdown by individual queues and data for each date included in the report
- Inbound Call Detail Download: Provides data for each call taken for the dates and queues specified
- Inbound Overview Report: Provides an overview of inbound calls for the account, as well as a breakdown for any selected queues
Outbound Reports
The Outbound Reports category provides many different reports that can help you keep track of your outbound campaigns. The reports in this category include:
- Global Dials: Provides dial information across all available accounts, with each account broken down in individual sections
- Agent Campaign Disposition: Provides agent dispositions for campaigns and may be formatted differently depending on whether you grouped the results by agent account or agent login
- Dialer Result Download: Provides data on all calls matching the selected search criteria
- Hourly Agent Disposition By Campaign Report: Provides data on the hourly agent dispositions per campaign
- Hourly Dialer Disposition: Summarizes the dialing results for all campaigns included in the report, broken down by hour
- Outbound Overview: Provides data on all campaigns or lists, with each campaign or list broken down into sections
- Outbound Performance: Provides an overview of outbound performance and contains subsequent sections broken down according to the grouping selections you make
If a single lead has multiple phone numbers associated with it, a single entry on an outbound report will show information on each dial attempt for each phone number.
Realtime Reports
The Realtime Reports category provides data that is accurate up to the second the report is run, but these reports only provide access to the last 90 days worth of data. The reports in this category include:
- Agent Queue Login History Report Raw: Provides data on all agent logins to the inbound queues
- Agent Session Report Raw: Provides an overview of agent activity for each agent logged in during the date range selected
- Dialer Penetration: Provides an overview of leads for each campaign in the account
- Dialer Result Download: Includes data on all calls matching the search criteria
- Global Call Type Detail: Provides complete real-time data for all calls in the platform
- Global Inbound TFN/DID List Report: Displays the detailed information for each inbound phone number currently available to the account, including Pseudo DNIS numbers
- Inbound Agent Segment Metadata Report: Provides data on your inbound agent recordings, including links to access them
- Inbound Call Breakdown by Agent: Provides a breakdown of inbound calls by agent
- Ivr Detail: Provides detailed data on IVR activity
- List Overview: Provides details on lead lists and lead list penetration and success
- List Overview Raw: Identical to the List Overview report except that the data is presented in a ‘raw’ format that may be more appropriate for CSV data analysis
- Outbound Agent Segment Metadata Report: Provides data on your outbound agent recordings, including links to access them
- Real Time Agent Session Report: Provides real-time data on agent sessions including time and utilization
- Real Time Outbound Overview: Provides real-time data on all outbound campaigns or lists, with each campaign or list broken down into sections. This report has the same parameters as the scheduled Outbound Overview and data is updated every five minutes
- Realtime Outbound Performance Report: Provides real-time overview of outbound performance and contains subsequent sections broken down according to the grouping selections you make. This report has the same parameters as the scheduled Outbound Performance report and data is updated every five minutes
- Track Configuration Download Report: The report will be downloaded in Excel format and display the configuration for each Track Number in the account. No options will be selectable for this report
Track Reports
The Track Reports category only includes one report, which is called the Call Summary Report. Provides information for each Track Number that received calls within the specified date range.
In Track Reports, you can filter or aggregate data for leads who ‘opt out’ (Yes option in the Opt Out dropdown field), meaning the caller selected an IVR option to be put in the DNC list. This is relevant to you if you use front-end apps in your IVR to automate the DNC scrubbing of lead lists. For example, you’ve set up your IVR where if the user presses ‘1,’ they will be added to the DNC list, and if they press ‘2,’ they will be put into a queue and will speak to an agent.
Deprecated Reports
The Deprecated Reports category includes one report, which is called the CCI Survey Result Download report. This is a legacy report of historical survey data collected within an old agent interface.
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