Documentation:EZP:User:RTRTemplatesA:DRAFT

Report Templates

Pulse includes templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboard. Here is an overview of reports that may be included. You will also find links to statistic definitions for each report type.

Agent reports

See Agent statistic definitions.

Agent Group Status Agents are provided logins or devices and are assigned to media that match their skills. With this report, the supervisor can ensure the agents are logged in where they should be and managing the media for which they are responsible. Objects: Agent Groups, Place Groups. [+] Statistics Logged In Ready Not Ready Break Lunch Offline ACW Consult Dialing On Hold Inbound Outbound Internal Ringing Logged Out  % Read  % Not Ready  % Inbound	Agent KPI Agents manage many transactions and states in addition or related to answered calls. Viewing all the data in a single report provides the supervisor with an understanding of agent's performance as a function of first call resolution. Objects: Agent, Agent Place, Agent Groups, Place Groups. [+] Statistics Login Time Ready Time Not Ready Time Break Time Lunch Time Offline Time Ringing Time Dialing Time Handle Time In Time Out Time Hold Time ACW Time Consult Time Internal Time Offered Answered Answered (last Hr) Abandoned Ringing Calls Dropped Out Internal Held Transfers Made Consult Made Short Talk < 10s AHT Avg ACW Time Avg Hold Time Avg In Time Avg Out Time Avg Ring Time Agent Occupancy	Agent Login This report provides a quick analysis indicating some kind of action and provides the primary view used to determine if the contact center is meeting criteria or level of service that customers expect. Objects: Agent. [+] Statistics Current Status Time in Status Login Time Continuous Login Time Reason Employee Id Place Switch Login Id Extension Position Current Status KVP Service Type Service Sub Type Customer Segment Business Result
IWD Agent Activity This report presents agent or agent group activity as it relates to the processing iWD work items type contacts. Objects: Agent Place, Agent, Agent Group, Place Group. [+] Statistics Offered Accepted Rejected Terminated Processed Timed Out Transfers Made Processing Time Avg Processing Time	IWD Queue Activity This queue report provides an overview of current or near real-time activity associated with the iWD queues. Objects: Staging Area. [+] Statistics Entered Stopped Moved Max Processed Min Processed Current Waiting Current In Queue

Campaign reports

See Campaign statistic definitions.

Campaign Activity This report allows you to monitor the activity associated with outbound campaigns. Objects: Calling List, Campaign. [+] Statistics Hit Ratio Estimated Time Records Completed Dialed Abandoned Dialed Answering Machine Answers Attempt Busies Attempts Cancelled Attempts made DoNotCall Results Dropped Results Fax Modem Results No Answer Result Wrong Party Result SIT Detected	Campaign Callback Status This report presents information related to campaign initiated callbacks. Objects: Calling List, Campaign, Campaign Calling List. [+] Statistics Completed Missed Scheduled Personal Completed Personal Missed Personal Scheduled	Campaign Group Activity This report allows you to monitor the activity associated with outbound Campaign Groups. Objects: Campaign Group. [+] Statistics Activated Deactivated Running System Error Waiting Agents Waiting Ports Waiting Records
Campaign Group Status This report allows you to monitor the current state and duration associated with outbound campaign group activity. Allowed Objects: Campaign Group. [+] Statistics Current State System Error Dialing Mode Waiting Agents Waiting Ports Waiting Records

eServices reports

See eServices statistic definitions.

Chat Agent Activity This report presents agent or agent group activity as it relates to the processing of chat contacts. Objects: Agent, Agent Place, Agent Group, Place Group. [+] Statistics Login Time Ready Time Not Ready Time Ringing Time Handle Time AHT % Occupancy Offered Offered (15m) % Accepted % Rejected % Missed Accepted Accepted (15m) Rejected Rejected (15m) Missed Missed (15m) % Trans Made Transfers Made Short < 30s Concurrent Chats Avg Chat Duration Min Chat Duration Max Chat Duration Chat Duration Customer Avg Wait Customer Max Wait Avg Greeting Time Max Greeting Time Avg Response Time Max Response Time Avg Message Size Agent Reply Total Number Agent Reply Total Time Total Agent Message Size Total Agent Message Count	Chat Queue Activity This report allows you to monitor Chat Queue Group activity. Objects: Queue Group, Queue. [+] Statistics Service Level Requested Accepted Abandoned Requested (15m) Accepted (15m) Abandoned (15m) Current Wait Wait Time AWT	Email Agent Activity This report presents agent or agent group activity as it relates to the processing of Email type contacts. Objects: Agent Place, Agent, Agent Group, Place Group. [+] Statistics Login Time Ready Time Not Ready Time % Email Occupancy Ringing Time Handle Time AHT Offered Offered (hr) % Accepted % Rejected % Missed Accepted Accepted (hr) Rejected Rejected (hr) Missed Missed (hr) Done Done (hr) % Done % Trans Made Transfers Made Unsolicited sent
Email Queue Activity This queue report presents an overview of current or near real-time activity in the individual email queues. Objects: Staging Area. [+] Statistics Entered Stopped Moved Max Processed Min Processed	eServices Agent Activity This report allows you to monitor agent group KPIs related to eServices (chat, email, SM) media and determine behavior problems that need to be addressed. Objects: Agent Place, Agent, Agent Group, Place Group. [+] Statistics Utilization Login Time Email In Process Email Offered Email Accepted Email Processed Email Process Time Chat In Process Chat Offered Chat Accepted Chat Processed Chat Process Time Social in Process Social Offered Social Accepted Social Processed Social Process Time	eServices Queue KPIs This queue report presents an overview of current or near real-time activity for eServices channels. Allowed Objects: Staging Area. [+] Statistics Email Waiting Email In Process Email In Queue Chat Waiting Chat In Process Chat In Queue Social Waiting Social In Process Social In Queue Work Item Waiting Work Item In Process Work Item In Queue
Facebook Media Activity This report presents agent or agent group activity as it relates to the processing of social media interactions. Objects: Agent, Agent Place, Agent Group, Place Group. [+] Statistics Offered Offered (60m) % Accepted % Rejected % Missed Accepted Accepted (60m) Rejected Rejected (60m) Missed Missed (60m) Concurrent Facebooks	Twitter Media Activity This report presents agent or agent group activity as it relates to the processing of social media interactions. Objects: Agent, Agent Place, Agent Group, Place Group. [+] Statistics Offered Offered (60m) % Accepted % Rejected % Missed Accepted Accepted (60m) Rejected Rejected (60m) Missed Missed (60m) Concurrent Twitters

Queue reports

See Queue statistic definitions.

Callback Activity This report provides call activity statistics associated with the queues. Objects: Queue. [+] Statistics In Queue Offered Accepted Declined Connected Answered Cancelled Abandoned From Ringing Current Accepted Current Connected Wait Time Wait Time Answered Wait Time Declined Total Cleared

Queue KPIs This reports presents a representation of all the agents assigned to a group and their current states, which provides supervisors a quick look at available staff and an at-a-glance view of their current states. Objects: Queue Group, Queue, Route Point. [+] Statistics Service Level Service Level (10s) Service Level (20s) Service Level (30s) Service Level (45s) Service Level (60s) Distinct Entered Entered Abandoned Abandoned Ringing Cleared Answered Answered < 10s Answered 10 and 20s Answered < 30s Answered < 60s Current Calls Current AWT Max Calls Min Calls Forwarded Oldest Call Waiting Max Answer Time ASA AHT AWA AWT % Abandoned % Cleared Wait Time Agents Logged In Agents Ready % Agents Ready

Queue Overflow Reason This reports presents reasons why calls were cleared from queues. Objects: Queue Group, Queue, Route Point. [+] Statistics Entered Cleared % Cleared Overflow Closed Overflow Special Day Overflow Emergency Overflow Dissuaded Overflow Route Overflow Voicemail Overflow Message Overflow Outsourced