About Standard Reports

There are several standard historical reports that are available to view in CxEngage and to download in Excel (.xlsx) or PDF formats. You can filter and sort reports to show the information that is important to you. Standard reports are predefined detailed and summary reports that are available for you to run without requiring any customization on your part.

To view standard reports:

  1. Go to Reporting > Historical Dashboards.
  2. Click Dashboards to open the Collections menu and then click Standard Reports.

    Selecting Standard Reports from the Dashboards menu in CxEngage historical reporting

  3. Select the desired report from the drop-down menu next to Standard Reports.
 

In order to access standard reports, you must have:

  • An Administrator role, or
  • A custom role where an Administrator has granted you the REPORTS_READ_ALL  permission

Available Standard Reports

The standard reports available are:

Report Name Description
Abandoned Channel by Day Displays abandon statistics for each channel by day. This report only includes days and channels that had abandons.
Agent Performance

Provides performance-related statistics by agent such as agent name, available time, and the number outbound calls made using the Dial Pad or Click-to-Dial during a given period of time.

Agent Presence Reason Summary Lists each agent that logged in for the given date range with the total length of time they had the specified reason code selected. For example, you can see the total time that agents were in a paused state because they rejected work offers.
Agent Presence Reason Detail Lists each time that agents change their presence reason and the total time that they had the reason selected. For example, you can see if agents were in a paused state because they rejected a work offer
Agent Quality Summarizes each agent's statistics for the work offered to them during a given period of time.
Agent Status Detail Displays how much time agents who were logged into the platform spent in each status in one hour intervals for a given period
Agent Status Summary Summarizes how much time agents spent in each status while signed into the platform for a given period
Agent Summary by Queue Summarizes each agent's statistics by queue for the work offered to them during a given period of time.
Custom Interaction Attributes Shows the names and values of custom attributes associated with agents and interactions.
Custom Interaction Attributes by Agent Shows the names and values of custom attributes associated with agents.
Channel by Contact

Shows the number of interactions by channel (Voice, SMS, Chat, or Email) for each contact during the given date range. The last row provides the total for the column. For example, the last row of the Voice column shows the total voice interactions for all of the contacts listed in the report.

This report shows data for contacts created in Skylight or added through the REST API.

Disposition Summary The number of interactions that used a specific disposition code during a given period. For each disposition code, there is a summary of the talk time, conversation time, and handle time statistics.
Inbound Traffic by Hour Provides the number of interactions that began by hour for each channel.
Interaction by Contact Point Provides a summary of the interactions for a given period of time, grouped by contact point.
Interaction Detail Displays a list of all of the interactions for a given period and their details.
Interaction Details by Agent Displays the interaction details per agent for a given period.
Interaction Details by Contact

Provides a list of interactions, the contact involved in them, and corresponding statistics for the interaction.

This report shows data for contacts created in Skylight or added through the REST API.

Interaction Segment Details by Agent Provides the details of each individual agent segment that makes up an interaction. The interaction ID included in the report identifies the interaction from the customer's perspective.
Interaction Segment Summary by Agent Provides transfer, add participant, and segment data for each agent
Interaction Segment Summary by Agent to Agent Provides data for agents and each agent that they add to a conversation through a transfer or add participant action. You can use this report to identify trends such as agents who frequently add the same agents as participants to their interaction
Interaction Summary Provides a summary of all of the interactions, grouped by the selected tenants, for a given period. This report also includes callback data with the callbacks requested, callbacks answered, callbacks unanswered, and callback wait time statistics.
Interaction Summary by Agents Provides summary information for the agents that were part of all of the interactions for a given period.
Interaction Summary by Flow Provides a summary of all of the interactions received by each call flow for a given period.
Interaction Summary by Queue Provides a summary of the interactions per queue for a given period. This report also includes callback data with the callbacks requested, callbacks answered, callbacks unanswered, and callback wait time statistics.
Messaging Detail Displays the messaging interactions for one or more agents for a specific time period for one or more tenants. This report includes the agent that answered the message, the time that the interaction started, the transcript ID, the disposition code, and a number of duration statistics.
Performance by Channel Provides performance metrics for each channel.
Performance by Queue Provides performance metrics for each queue.
Queue Details Interval Summarizes the interactions that entered each queue by channel for the given period.
Queue Entries Displays the number of queue entries by queue for each day. For the queue entries for each date, the report provides a breakdown of how those interactions exited the queue
Queue Interactions Displays the number of queue interactions by queue for each day. For the queue interactions for each date, the report provides a breakdown of how the interactions exited the queue.
Queue Service Level by Day Summarizes each queue's service level statistics grouped by day for a given period of time.
Reason Code by Agent Lists each reason code selected for the agent's presence state and the length of time that they had the reason selected for the given period. Agents can select the reason code or the reason code can be assigned by default to provide context for their presence state.
Recordings and Messages by Agent Provides a list of interactions by agent that have either a messaging transcript or audio recording associated with it.
Recordings and Messaging by Interaction Provides a list of interactions that have either a messaging transcript or audio recording associated with it.
Script Detail Shows script questions and the answers provided for each interaction.
Script Time Detail Lists and provides details for each instance that a script was used for the given date range.
Script Time Summary Provides the script time statistics for each script in the selected tenants.
Script Time Summary by Agent Lists agents and the amount of time that they spent working with each script.
Script Summary Provides the number of times that every response was recorded for each script question.
Script Summary by Agent Summarizes, by agent, the number of times that each response was recorded for the corresponding script question.
Service Level by Queue Summarizes each queue's service level statistics for a given period of time.
SSO Summary Shows the number of unique agents that logged in using Single Sign On (SSO) for the specified shared access code. For each shared access code, each agent is counted only once regardless of how many times they log in.
SSO Usage by Tenant Shows the number of unique agents that logged in using Single Sign On (SSO) by tenant for the specified shared access code and identity provider. For each identity provider in the tenant, each agent is counted only once regardless of how many times they log in.

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