The report viewer allows you to access 3 types of reports on the product; Standard, Custom and System. Standard reports are available to all customers and are updated and added to regularly. Custom reports are built within the product by selecting your required data and information yourself. Finally, the System reports are reports that we build specifically for you - If you have any requirements for this, please speak to our support team or your account manager.
Please select the images for a closer look.
Fig1. Access the report viewer via the Reporting menu.
Contents
Report viewer options
Fig2. Change the view of the page with the 3 options.
The main page options are simply to change between the 3 types of reports in the product, namely Standard, Custom and System reports.
| Standard view All standard reports every customer receives. | Custom View Any reports built by yourself within the product. | System view Any reports the MaxContact team have built specifically for you. |
 Here, you get an accordion to select the type of report you wish to generate. Each section has multiple reports. |  This screen will be blank if no reports exist. Otherwise, your reports will be listed. |  This screen will be blank if no reports exist otherwise, your reports will be listed. |
Further options
As well as these reporting options, there are other reporting methods we can provide, including the use of API reports and the provision of a replicated database. Please speak to a member of the support team or your account manager for more information.
Standard reporting
Within the standard reporting screen there are 6 categories to choose from;
- Campaign
- Compliance
- Digital
- Misc.
- User
- Voice
Each category contains specific reports to the category and when you select a category, the accordion menu will drop down with the reports in that category.
Fig3. An example of the accordion menu on the left of the screen.
Fig4. Hovering over the report in the accordion gives you a run button which function the same as described in the below table.
When selecting a category, the screen also shows the list of reports on the right hand side. Here you can access some more information or use some actions for the selected report.
Fig5. An example of a list of reports when selecting a category.
Active schedules | Displays how many schedules are currently active for the report. | |
Preview sample | Allows you to see an example of the report before generating one. |  |
Schedule | Takes you to the report scheduler page so you can build a schedule for the selected report. |  |
Run report | Takes you to the report so you can configure the parameters and generate the report. |  |
When selecting a report from the list, you get the preview sample displayed on screen.
Fig6. An example of clicking on a specific report within a category.
Categories
Select a category to see the reports within
Customer satisfaction - Channel
This report illustrates how customers feel about their web chat interactions, at a per-channel level.
Occupancy
A report that shows a breakdown of what the days time has been spent on
Occupancy Summary by Campaign
Two data tables showing key metrics providing insight into where time has been utilised across the selected date(s) and campaign(s).
Outcome data usage
A report that shows the outcome of the data that has been used
Outcomes report
This report provides insights into result code usage at a per-campaign and per-agent level.
Success by day
A report that shows a breakdown of user Success by day.
Success by hour
A report that shows a breakdown of user Success by hour.
Drop rate
A report that shows the campaign drop rate per day
Customer Satisfaction by Queue
A number of graphs and charts showing the usage and engagement of Customer Satisfaction Survey across the selected date(s), teams and queues, providing insight into both CSAT and NPS responses.
Demand Summary (Digital)
A high level summary showing performance metrics for digital interactions per interval across the selected date(s) and queue(s), providing useful insight into demand patterns and the associated time metrics, grouped at a Date level.
Efficiency Summary (Digital)
A summary view of the effectiveness of how digital interactions are handled across the selected date(s) and channel(s), providing useful insight into the efficiency around interactions being handled including key metrics, grouped at a Queue and Date level.
Omni channel by interval
A report that shows stats for channels in 15 minute intervals.
Omni channel daily
A report that shows an overview of each day for each channel.
Performance Summary (Digital)
A high level summary of key performance metrics for digital interactions across the selected date(s) and channel(s), providing useful insight into interactions including key metrics, grouped at a Channel and Date level.
Performance Summary by Interval (Digital)
A summary view showing performance metrics for digital interactions per interval across the selected date(s) and channel(s), providing useful insight into interactions including key metrics, grouped at a Channel, Date and 15 minute Interval level.
Coach report
A report that shows Coaching stats for each agent in the coach/monitor campaign
Supplier summary
A report that shows a summary on the data performance by supplier
Agent attendance report
A report which will show you the Login/Logout time for Agents.
Agent data usage weekly
This is a report that reflects more detail with regards to agent data
Agent status
This report provides insight into agent status changes for multiple agents across a period of days, at a per-agent level.
Agent status change
A report that shows an agents status journey throughout a day
Agent success performance weekly
A report that shows agent Success.
Break daily
A report broken by day that shows agents break times and the break they went into
Break overview
A report overview that shows agents break times and the break they went into
Break report
A report that shows agents break times and the break they went into.
Break Summary by Campaign
A summary view of break metrics across the selected date(s) and campaign(s), providing useful data around overall break usage and a detailed view of specific break types grouped at a Campaign, Team and User level.
Break Summary by Day
A daily view of break metrics across the selected date(s) and campaign(s), providing useful data around overall break usage and a detailed view of specific break types grouped at a Date, Campaign, Team and User level.
Customer satisfaction - Agent
This report illustrates how customers feel about their web chat interactions, at a per-agent level.
Customer Satisfaction by User
A number of insights showing the usage and engagement of Customer Satisfaction Surveys across the selected date(s), surveys and queues, providing insight into both CSAT and NPS responses.
Efficiency (Digital)
A summary view of the effectiveness of how digital interactions are handled across the selected date(s) and channel(s), providing useful insight into how efficient users are at handling interactions including key metrics, grouped at a Channel, Date and User level.
Inbound agent
A report that shows the inbound calls each agent has handled, broken down by queue
Occupancy agent detail
A report that shows a breakdown of what the days time has been spent on.
Occupancy Summary by User
A data table showing key metrics as to where time has been utilised across the selected date(s) and campaign(s), providing insight grouped at a Team, User and Campaign level.
Omni Agent Overview Report
A report that shows an overview of agent performance in each channel and each day.
Performance (Voice)
A detailed view of a user's successes and associated metrics across the selected date(s) and user, providing useful insight into how calls are being converted into successes, grouped at a Week Commencing and Date level.
Status Change Detail
Two data tables showing a user's activity for the selected date and user. The first data table provides a high level summary for the user, the second providing detailed data around each status change a user has moved through e.g. Talk, Wrap, Not Ready etc. Handy if you need to get a granular view of a specific user.
User Attendance
A summary view of a user's login and logout times across the selected date(s) and campaign(s), providing useful data around their hours including their first login and last logout times for each day.
Wellbeing card analysis
A detailed view of user's interactions with a specific Card Type across the selected date(s) and card type, utilising a number of graphs and charts to provide insight into engagement and which cards are more popular with users than others. A data table also provides Wellbeing card engagement at a card title level. The report allows you to define following parameters: Start Date; End Date; Card Type.
Wellbeing overview
A number of graphs and charts showing the usage and engagement with Wellbeing cards across the selected date(s), providing insight into interactions and card types. A data table also provides Wellbeing card engagement at a Date level per card type. The report allows you to define following parameters: Start Date; End Date.
Abandon Summary (Inbound)
Two data tables showing inbound calls that have been abandoned across the selected date(s), queue(s) and inbound number(s). The first data table provides a high-level summary for the Queue(s) and Inbound Number(s), the second providing detailed data around each call that has been abandoned. Handy if you need to get a granular view of abandoned calls.
Campaign success performance weekly
A report that provides data with regards to Campaign Success
Daily stats
A daily overview of key metrics related to campaign and list performance across a date range
Daily summary
A report reflecting an overall view of the days progress performance
Hourly success performance
A report showing the progress performance during the last hour.
IVR element
A report that shows all paths taken by customers through IVRs
Inbound abandoned calls
A report that shows the number of calls abandoned at a queue level both in and outside of SLA.
Inbound call outcome by interval
A report that shows the outcome of inbound queues in 15 minute intervals.
Inbound demand
A report that shows where gaps and surpluses are in staffing levels throughout the day
Inbound intraday
A report that shows the inbound stats by Hour and 15 minute intervals by Queue.
Inbound overview
A inbound report which will you show you sla/abandoned by queue, then breakdown by agent.
List report
A report that shows the lists stats under a campaign by the call date.
Occupancy queue
A report that shows a breakdown of agent status time by queue.
Queue Occupancy (Voice)
A data table showing key metrics as to where time has been utilised across the selected date(s) and queue(s), providing insight grouped at a Queue, Team and User level.
Team data usage
A report that shows the data usage by team
Custom reporting
Within the custom reporting screen, only previous custom reports built will be present. New portals will find this screen blank as these reports are built by yourselves (or sometimes MaxSupport) within the portal.
Fig7. An example of a list of custom reports (remember, these will be different for every customer).
| Active schedules | Displays how many schedules are currently active for the report. | |
Report builder | Allows you to jump to the custom report builder screen. |  |
| Schedule | Takes you to the report scheduler page so you can build a schedule for the selected report. | |
| Run report | Takes you to the specific report so you can configure the parameters and generate the report. |  |
System reporting
Within the system reporting screen, only reports built by MaxContact will be present. These reports can be requested through the support team or your account manager and are built to your specific requirements that cant be done in the standard or custom reports.
Fig8. An example of a list of system reports (remember, these will be different for every customer).
| Active schedules | Displays how many schedules are currently active for the report. | |
| Schedule | Takes you to the report scheduler page so you can build a schedule for the selected report. | |
| Run report | Takes you to the specific report so you can configure the parameters and generate the report. |  |