Using reports
Administrators and Supervisors can use reports to analyze call center workload and Agents performance. Every report provides a diagram and historical data in a table below.
Supervisor can access Reports and view report data for his or her Teams only.
Time Period
Choose a time period to filter report data and select an available time interval (Hour, Day, Week and Month) to group historical data.
Report metrics
You can see multiple metrics in a table below. Please read brief description of each metric using the Question mark icon. You can find that icon next to a metric name in a column header.
Diagram displays the first metric by default. You can choose another metric to display on a diagram by clicking the small Diagram button next to a metric name:
- click to display that metric on a diagram above the table.
- click to display percentage for that metric instead of values.
- click to sort data in a table.
Drill Down
Click a specific time interval in a table to see calls data.
