This article lists the filters and aggregations that are available depending on the Report Sub Type that has been selected.
Filter Options #
| Report Sub Type | Item filter |
| Service Number Report IVR Report Voicemail Report Callers Report Call Flow Report Calls Report Unreturned Missed Calls Report | Service Numbers |
| Queue Report Call Transfers Report Queue Transfers Report Email Queue Report Webchat Queue Report Work Item Queue Report | Queue |
| Agent Report Working Hours Report Break Reasons Report Status Change Report Email Agent Report Webchat Agent Report Work Item Agent Report | Agent Group |
| Outbound Email Agent Report SMS Agent Report Safe-Pay Agent Report | Agent |
| External Destination Report | External Destination |
| Email Flow Report | Email Server |
| Webchat Flow Report | Webchat Service |
| Unreturned Missed Calls Report | Minimum Queue Wait Time |
| Activity Audit Report Call Classification Report Email Classification Report Inbound Email Report Outbound Email Recipient Report Outbound Email Template Report Scheduled Calls Report SMS Recipient Report SMS Template Report Safe-Pay Payments Report | N/A |
| Dropped Calls Report | View By – Overview/Dropped Pre Queuing/Dropped While Queuing |
Aggregation Options #
| Report Sub Type | Aggregations |
| Service Number Report Queue Report Agent Report IVR Report External Destination Report | By Service Number/By Queue/By Queue Per Service Number/By Agent/By Menu/By External Destination By Month By Week By Day By Hour By Half Hour By Quarter Hour |
| Call Classification Report | By Call Classification |
| Call Transfers Report | By Queue By Service Number By Destination Number By Month By Week By Day By Hour By Half Hour By Quarter Hour |
| Queue Transfers Report | By Queue By Month By Week By Day By Hour By Half Hour By Quarter Hour |
| Voicemail Report | By Service Number |
| Callers Report | By Service Number By Month By Week By Day By Hour By Half Hour By Quarter Hour |
| Call Flow Report Email Flow Report Webchat Flow Report | By Node |
| Calls Report Scheduled Calls Report | By Call |
| Working Hours Report Break Reasons Report | By Agent By Month |
| Status Change Report | By Status |
| Email Agent Report Webchat Agent Report Work Item Agent Report SMS Agent Report Safe-Pay Agent Report | By Agent By Month By Week By Day By Hour |
| Email Queue Report Webchat Queue Report | By Email Queue/By Webchat Queue By Email Queue Per Email Server/By Webchat Queue Per Webchat Server By Month By Week By Day By Hour |
| Email Classification Report | By Email Classification |
| Unreturned Missed Calls Report | By Unreturned Missed Call |
| Inbound Email Report | By Email |
| Activity Audit Report | By Activity |
| SMS Recipient Report | By SMS |
| SMS Template Report | By SMS Template |
| Outbound Email Template Report | By Email Template |
| Dropped Calls Report | Overall – only when View By: Overview is selected By Month – only when View By: Overview is selected By Week – only when View By: Overview is selected By Day – only when View By: Overview is selected By Hour – only when View By: Overview is selected By Half Hour – only when View By: Overview is selected By Quarter Hour – only when View By: Overview is selected By Service Number – only when View By: Dropped Pre Queuing is selected By Queue – only when View By: Dropped While Queuing is selected |
| Safe-Pay Payments Report | By Payment Links By Month By Week By Day By Hour By Half Hour By Quarter Hour |