Omnichannel Reports
List of recommended reports to analyze multi- / omnichannel Contact Center interactions.
CallType Reports
All CallType reports are also suitable to analyze omnichannel interactions.
Media State Reports
The following reports show real time agent states per media:
- 316 Agent Real Time States media consolidated
- 317 Agent Real Time States media aggregated
- 416 Team Real Time States media consolidated
- 417 Team Real Time States media aggregated
Omnichannel Agent Performance
The following reports can be used to measure agent / team states and performance across the different medias:
- 330 Agent Interval Performance
- 340 Agent Daily Performance
- 430 Team Interval Performance
- 433 Team Summary Interval Performance
- 440 Team Daily Performance
- 443 Team Summary Daily Performance
Omnichannel Contact Reports
Contact reporting includes the whole story of a customer contact, independent of the time in queue and the required re-routings to keep the contact in the routing system.
Contact performance reporting is available based on the contact start or end time (could be different dates for non-voice tasks) and includes the final outcome of the contact handling: