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Data Management
Data Management
Reports Management
Reports overview
Loading or creating a report
Scheduling report generation
Scheduling contact report generation
Generating and exporting a contact report
Managing contact reports
Agent scripts data
Offline Reporting
The offline reporting datastore
Managing offline reporting destinations
Offline reporting events
Agent call event fields
Agent status event fields
Contact call event fields
Call queue event fields
Missed call event fields
Report Types
Call data reports
Service-number report
Queue report
Queues – Service Level Report
Queues – Abandoned Calls Report
Agent report
IVR report
Call Classifications report
Call transfers report
Queue transfers report
Voicemail report
Callers report
Call flow report
Calls report
External destination report
Scheduled calls report
Unreturned missed calls report
Dropped calls report
Call trace reports
Status data reports
Working hours report
Break reasons report
Diagnostic reports
Status change report
Activity audit report statistics
Email data reports
Email agent report
Email queue report
Email flow report
Email classifications report
Inbound emails report
Outbound email agent report
Outbound email template report
Outbound email recipient report
Webchat data reports
Webchat agent report
Webchat queue report
Webchat flow report
Outbound SMS data reports
Outbound SMS agent report
Outbound SMS template report
Outbound-SMS recipient report
Safe-Pay data reports
Safe-Pay agent report
Safe-Pay payments report
Wallboards
Wallboards overview
Managing wallboards
Customising a wallboard
Filtering wallboard widgets
Filtering the call queues for Company Summary widgets
Filtering the Agents Overview widget
Classifications
Classifications Overview
Managing classifications
