User Reports
Within the Report Viewer, the following reports are grouped under User. Each report provides different data to support your reporting needs.
When generating a report, enable the Report Details option to view the calculation behind each column.
Activity Summary
Provides a view of a user's login and logout activity over a day, filtered at a campaign, team and user level.
Break Detail
Provides a detailed view of a user's break activity across the selected dates and campaigns, filtered at a campaign level.
Break Summary by Campaign
Provides a high-level summary of break utilisation across users within a campaign, filtered at a campaign level.
Break Summary by Day
Provides a daily view of break metrics across users and campaigns, grouped by day, filtered at a campaign level.
Customer Satisfaction by User
Provides a number of insights on the usage and engagement of Customer Satisfaction Surveys, filtered at a team and queue level.
Data Usage (Voice)
Provides a detailed overview of a user's data usage, grouped by week, filtered at a team and user level.
Includes the following data:
Calls
Successes
Finalled Calls
DNC resulting Calls
Callbacks Dialled
Inbound User Performance (Voice)
Provides a detailed overview for users handling inbound calls, filtered at a queue level.
Includes the following data:
Answered Calls
Successes
Success Conversion %
Talk Time
Wrap Time
Handle Time
Occupancy Summary by User
Provides an overview of the time a user has spent within a campaign, filtered at a campaign, team and user level.
Omni Agent Overview Report
Provides a stats overview for interactions handled by a user, filtered at a channel level.
Includes the following data:
Unique Customers per Agent
Messages Recieved Per Agent
Messages Sent Per Agent
Total Message Per Agent
Performance (Voice)
Provides a detailed overview of a user's dialling and call conversions, filtered at a team and user level.
Includes the following data:
Calls
Persons Connected Calls
Decision Maker Contact Calls
Successes
Inbound Calls Handled
Callbacks Dialled
Ha
Status Change Detail
Provides a minute-by-minute breakdown of a user's activity within the system, filtered at a team and user level.
User Attendance
Provides a stats overview of user activity within the system and logged-in times, filtered at a campaign level.
Wellbeing Card Analysis
Provides a detailed overview of user(s) engagement with a specific Wellbeing card type.
Wellbeing Overview
Provides a high-level view of usage and engagement across all Wellbeing cards.