Performance Reports
List of recommended reports for performance measurements:
Service Performance Measurement
One of the most common reports to analyse service performance:
Drilldowns are available to get a more detailed overview of a certain day and CallType.
Enterprise CallTypes are a grouping of multiple CallTypes. Additional information can be found in the System Administration Guide.
Agent Performance Measurement
To get an overview of the agent state durations, handled call volumes, handled omnichannel task volumes and much more, use the following reports:
Drilldowns are available to get a more detailed overview of a certain day and agent / team.
Real-time Overview
The following reports can either be used in a dashboard / wallboard or to get an ad-hoc real-time overview:
- CallTypes: 110 CallType RealTime Performance
- SkillGroups, including real-time agent state counts: 510 SkillGroup RealTime States
- Teams: Real Time State Counts (411 as a grid or 414 as a pie chart) or Real Time States (410 to get the real-time states of all agents assigned to a team)
- Agents: 310 Agent RealTime States to get the real-time states of all selected agents