Introduction to Reports

Within Contact, there are two distinct types of reports, data reports and contact reports. They provide valuable insights into company data helping teams better understand performance and identify opportunities for improvement.

Data Reports: These aggregate information across various channels, offering a broad view of company activity.
Contact Reports: These focus on interactions across different communication methods, providing a more targeted perspective.

Both report types offer flexible customisation options—admins can adjust time ranges and apply filters to generate advanced, tailored reports. Additionally, reports can be downloaded or scheduled for export, making it easy to conduct further analysis and share findings across teams.

Data Reports #

Data reports pull together statistics from different channels to give a clear picture of what’s happening. Each report type includes report sub types that focus on specific areas, making it easy to dive into the details and spot useful insights.

Call Data Reports look at calls across Contact and present information on how they were handled, the activity and interactions with agents and groups.

Report Sub Types

Service Number Report	Looks at data for service numbers to help understand how calls to the selected numbers are handled.
Queue Report	Presents information on calls are handled within queues including different call types and connection times.
Agent Report	Focuses on calls to a specific agent showing information about the volume of calls they receive and how they are handled.
IVR Report	Looks at how calls to IVRs are handled including a breakdown of which IVR option is selected.
Call Classifications Report	Presents information on how many times a call classification was selected.
Call Transfers Report	Looks at how calls have been transferred across the company.
Queue Transfers Report	Shows statistics about the number of calls transferred in and out of the selected queue.
Voicemail Report	Presents information about how voicemails associated with selected service numbers are handled.
Callers Report	Shows information about callers and the number of times they got in contact.
Call Flow Report	Presents information about how nodes within call flow have been used.
Calls Report	Looks at data for calls and provide statistics about the call time, classifications and activity during the call.
External Destination Report	Looks at how calls to external destinations were handled and activity during the call.
Scheduled Calls Report	Looks at data for scheduled calls and provide statistics about the call time, classifications and activity during the call.
Unreturned Missed Calls Report	Shows information about unreturned missed calls.
Dropped Calls Report	Looks at data for when callers dropped the call before being connected. This is can broken down into dropped pre queuing and dropped while queueing.

Status Data Reports are useful to understand how agents are spending their time whilst logged in which can be used to address productivity issues.

Report Sub Types

Working Hours Report	This looks at how an agent has spent their time whilst working looking at login time and showing statistics about things like average talk time, on-call time and work time.
Break Reasons Report	This looks at agent break times to help understand how agents are spending their time.

Diagnostic reports show the changes made within Contact either to a setting or to an agents status.

Report Sub Types

Activity Audit	This shows the changes that were made within Contact which can be used to diagnose issues or triage with others.
Status Change	This looks at an agent status and shows information about when the status was changed and what the previous vs new status is.

Email Data Reports look at how emails have been handled within Contact.

Report Sub Types

Email Agent Report	Presents information about how the agent has been handling emails including number of emails they have worked on and handling time.
Email Queue Report	Looks at emails arriving into queues and presents data on how they were handled.
Email Flow Report	Looks at data for how nodes within an email flow have been used.
Email Classification Report	Shows how emails have been classified.
Inbound Email Report	Breaks down information about inbound emails and how they were handled within the system
Outbound Email Agent Report	Provides data on the number of email messages selected agents have sent.
Outbound Email Template Report	Looks at how many times an email template was used by routing flows and agents.
Outbound Email Recipient Report	Looks at the emails that have been sent.

Webchat Data Reports provide information about how webchats are handled by agents, queues and webchat flows.

Report Sub Types

Webchat Agent Report	This looks how the agent has been handling webchat interactions.
Webchat Flow Report	Looks at data for how nodes within an webchat flow have been used.
Webchat Queue Report	Looks at webchats arriving into queues and presents data on how they were handled.

Outbound SMS Data Reports

Report Sub Types

SMS Agent Report	This looks at the total number of SMS messages an agent has sent and the number of segments used.
SMS Recipient Report	Looks at the SMS messages that have been sent.
SMS Template Report	Shows information about the number of times an SMS template has been used.

Safe-Pay Data Reports capture information about payment links and how payments have been processed using Safe-Pay.

Report Sub Types

Safe-Pay Agent Reports	Shows the number of payment links the agent has generated for payment transactions.
Safe-Pay Payments Report	Presents information about the payments that have been processed using Safe-Pay.

Get Started with Data Reports #

Learn how to create a data report using our Interactive Data Report Guide.

Contact Reports #

Contact reports focus on communication methods like scripts and surveys, showing how they’ve been used and what responses they’ve received.

The Agent Scripts report looks at the scripts an agent is using and presents information about the call it was used for.

The Survey Report collects the results of each survey which can then be exported for analysis.

Administrator Portal and Setup

Staff Management

Calls Management

Flow Management

Webchat Management

Email Management

SMS Management

Safe-Pay Management

Agent Assets Management

Data Management

Customer-related tasks

CRM Integration

System Management

Troubleshooting

Introduction to Reports

Data Reports #

Report Sub Types

Report Sub Types

Report Sub Types

Report Sub Types

Report Sub Types

Report Sub Types

Report Sub Types

Get Started with Data Reports #

Contact Reports #

Get Started with Contact Reports #

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