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8x8 Contact Center Historical Reports
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8x8 Contact Center Historical Reports

Applies To

  • 8x8 Contact Center
  • Reports

Answer

Below is the available list of historical reports which is organized by name, section, along with a screenshot. 

Agents Reports

Time on Status 

Shows data per agent and the percentage and time of how long they were in a certain status.
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Login Time

Shows the time an agent has been logged in for selected dates.
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Transactions 

Shows per agent the number accepted/rejected and average processing time.
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Transactions per Media 

 Shows per agent what type of calls they got and what they accepted/rejected in each type of media. 
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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.
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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
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Processing and Post Processing times 

Show the processing and post processing time of each agent.
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Processing and Post Processing Times per Media

Processing and post processing times of each agent based on the media type. Only includes Queued calls
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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
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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
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Other Transactions Analysis

Shows number of calls per agent that are directly accessed, put on hold, outbound, and internal. 
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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.
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Detailed Outbound Call Activity

Shows call detail with transaction ID's split by agents that were outbound.
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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.
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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. 
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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. 
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Transactions Grouped by Wrap Up Codes

Transactions grouped by wrap up code and agent. Only includes Queued calls
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Time on Break/Offline with Status Codes

Grouped by agent break and offline times. 
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Groups

Time on Status

Provides details for the group's time on processing, post processing, working offline logged in times, and break times.
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Media

Transactions

Transaction summary split by media type.
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Abandoned Transactions 

Abandoned Transaction summary split by media type and time abandoned. Only includes Queued calls
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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
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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 callsclipboard_ed739e13b7e376f234319e488a7f3f754.png

Queues

Transactions

Transaction summary split by queue. Only includes Queued calls
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Abandoned Transactions 

Abandoned Transaction summary split by queue and time abandoned. 

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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
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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
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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
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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.
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Channels

Transactions

Transaction summary split by Channel. Only includes Queued calls
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Abandoned Transactions 

Abandoned Transaction summary split by Channel and time abandoned. Only includes Queued calls
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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
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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
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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
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Summary of what is included

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Customer Experience Report (Not historical report): 

This is filtered on the date/time the transaction was Created

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. 

 

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