8x8 Contact Center Historical Reports
Applies To
- Contact Center
- Reports
Answer
Below is the available list of historical reports which is organized by name, section, along with a screenshot. It also includes a description of things included, and things to bear in mind for each section.
For the historical reports, there is a maximum limit of approximately 65000 lines. This is hard coded into the system.
For the truncated reports, (ie filtered report that is not the detailed transaction activity report,) the data is pulled not just from the detailed transaction activity report. The data is pulled from various sources to create the tables needed. If the data in the back end goes over 65000 lines you are going to get far less data or the data will look wrong or odd.In these instances you will want to run your reports in the newer analytics system, or pull the report in smaller date timescales.
Apart from the Detailed Transaction Activity Report, the Historical Aggregated reports can take approximately 60 minutes to update. The Detailed Transaction Activity Report and Customer Experience are more Real Time than the other reports.
On reports with outbound calls showing as QUEUE_OUTBOUND - these are not actually through a queue and therefore will not show on some reports.
The call leg to supervisors to monitor a call will not show in any report, not even customer experience as the supervisor is not considered a participant in the call.
Agents Reports
Time on Status
Shows data per agent and the percentage and time of how long they were in a certain status.
Login Time
Shows the time an agent has been logged in for selected dates.
Transactions
Shows per agent the number accepted/rejected and average processing time.Does not include direct to agent calls. Only shows queued calls
Transactions per Media
Shows per agent what type of calls they got and what they accepted/rejected in each type of media.
Transactions per Media per Queue
Shows per agent what type of calls they got, what they accepted/rejected in each type of media, and split by queues that the agent has assigned.
Transactions per Media per Channel per Queue
Shows per agent what type of calls they got, what they accepted/rejected in each type of media, split by queues that the agent has assigned and channels that agent accepted calls from. Only includes Queued calls
Processing and Post Processing times
Show the processing and post processing time of each agent.
Processing and Post Processing Times per Media
Processing and post processing times of each agent based on the media type. Only includes Queued calls
Processing and Post Processing Times per Media per Queue
Processing and post processing times of each agent based on the media type and split by queues that the agent has assigned. Only includes Queued calls
Processing and Post Processing Times per Media per Channel per Queue
Processing and post processing times of each agent based on the media type split by queues that the agent has assigned and channels that the agents are in. Only includes Queued calls
Other Transactions Analysis
Shows number of calls per agent that are directly accessed, put on hold, outbound, and internal.
Detailed Accepted Transactions Activity
Shows call detail with transaction ID's split by the agent accepted. This is filtered by the date the agent Accepted the transaction. If calls are transferred to another agent this will show duplicate Transaction ID's as the same transaction ID remains between the agents.
Detailed Outbound Call Activity
Shows call detail with transaction ID's split by agents that were outbound. This report will not include any outbound queue calls.
Status Change Details
Shows status changes throughout the day. Registers each time status is changed or the agent logged in/out. - Will show when status changes and when calls are accepted too as the status will change when calls are accepted.
Detailed Accepted Transactions with Wrap Up Codes
Provides details of each transaction the agent has taken including wrap up codes.
This is filtered by the date the agent Accepted the transaction.
These include only queued calls including inbound and outbound. This does not include any call that was direct to/from agent that didn't go through a queue.
Detailed Outbound Transactions with Wrap Up Codes
Provides details of outbound calls with wrap up codes used.
These are only non queued outbound calls. There are no queued calls in this report. Only calls directly from the agent without queue.
Transactions Grouped by Wrap Up Codes
Transactions grouped by wrap up code and agent. Only includes Queued calls
Time on Break/Offline with Status Codes
Grouped by agent break and offline times.
Groups
Time on Status
Provides details for the group's time on processing, post processing, working offline logged in times, and break times.
Media
Transactions
Transaction summary split by media type.
Abandoned Transactions
Abandoned Transaction summary split by media type and time abandoned. Only includes Queued calls. Only Abandoned transactions show.
Accepted Transactions - Online Media
Accepted Transaction summary split by media type, and time accepted. This is for online media such as inbound calls or live chat. Only includes Queued calls
Accepted Transactions - Offline Media
Accepted Transaction summary split by media and time accepted. This is for offline media such as email or voicemail. Only includes Queued calls
Queues
Transactions
Transaction summary split by queue. Only includes Queued calls
Abandoned Transactions
Abandoned Transaction summary split by queue and time abandoned. Only abandoned transactions show.
Accepted Transactions - Online Media
Accepted Transaction summary split by queue and time accepted. This is for online media such as inbound calls or live chat. Only includes Queued calls
Accepted Transactions - Offline Media
Accepted Transaction summary split by queue and time accepted. This is for offline media such as email or voicemail. Only includes Queued calls
Detailed Entered Transactions Activity
Shows details of all calls entering a queue. Only includes Queued calls. This is filtered by the date the transaction Entered the queue
Detailed Accepted Transactions Activity
Shows details of all calls accepted in a queue. Only includes Queued calls This is filtered by the date the agent Accepted the transaction.
Channels
Transactions
Transaction summary split by Channel. Only includes Queued calls
Abandoned Transactions
Abandoned Transaction summary split by Channel and time abandoned. Only includes Queued calls. Only abandoned transactions show.
Accepted Transactions - Online Media
Accepted Transaction summary split by Channel and time accepted. This is for online media such as inbound calls or live chat. Only includes Queued calls
Accepted Transactions - Offline Media
Accepted Transaction summary split by Channel and time accepted. This is for offline media such as email or voicemail. Only includes Queued calls
Campaign reports
Campaign Details Report
Gives a summary of each campaign based on number of records completed, what were abandoned, how long it ran for.
This report does not include any deleted records.
Number of records column counts how many unique records are in a Campaign. ie if one record was in a campaign 3 times it is only recorded once
Number of records completed count how many records completed even if they were not unique... ie if a record was in the campaign 3 times it is recorded in this column 3 times.
Campaign Record Details Report
This report gives details of all records in the report including the ones that were deleted
The deleted ones will show as Deleted in the Dynamic Campaign Status
If a record was in the campaign multiple times it will show that many rows. ie if a record was in the report 3 times, it will show on 3 separate rows for each time it was populated into the campaign.
Campaign Transaction Details Report
This report gives all the individual details of every attempt the calls were made for every record in the campaign. If it tried again, it shows as a new line with a new transaction code attached to it, with all the details of the call.
It lists the recording file name for each call, which agents handled the call, how long the call lasted in post processing, processing and lets you know if it was abandoned or not on those occasions.
It also gives details of which queue it went through, current status of the record, the record ID for each interaction and the details of the call including the phone number called.
Other reports
The Detailed Transaction Report
This report has all calls for selected dates/queues/teams split out call by call. There are no filters on this so this covers all media types, agents, channels, and queues. Includes transaction codes and wrap up codes. This is filtered on the date/time the transaction was Created. This report could show multiple lines per transaction ID as you get one line per Transaction Code (also known as wrap up code)
Summary of what is included
Customer Experience Report (Not historical report):
This is filtered on the date/time the transaction was Created
Note: With our reports that are split down by 30 mins, or even by the hour, if it entered in one slot but didn't get accepted or abandoned until another slot the call will show twice in the report... once as a 1 in the #entered column during the timeslot it entered, and then again as a 1 in the accepted or abandoned column at the timeslot it was entered or abandoned. i.e. Call entered queue at 10:15 but was not accepted until 10:45 with 30 minute slots. this would show as 10:00-10:30 #entered = 1 #accepted=0 and #abandoned = 0. Then the 10:30-11:00 slot would show: #entered=0 #accepted =1 #abandoned=0
Note: Direct Agent Access calls (calls that go through an agent channel directly to the agent and not through a queue) will not show in any queue report, agent report, Business Intelligence report or the new analytics. They do show in Customer Experience and Detailed Transaction Activity Report.
Note: For Detailed Transaction Report: It will show multiple lines of the same call if there are multiple Wrap Up codes selected. (ie 3 wrap up codes to select = 3 lines of same transaction ID for a call)
Note: For all reports, break status will include all break - including the system forcing agents into break if they don't pick up a call within the allotted time and when they log into the system and it's in break status to start with.