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VCC Historical Reports
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VCC Historical Reports

Question 

What reports can I pull to cover the needs of the business?

Applies To

VCC Historical reporting

Answer

There are various reports in VCC. Below I have the Historical reports split by name and section with a sample screenshot showing types of information you can get from them.

Agents Reports
  • Time on Status - Shows the data per agent and the percentage and time of how long they were in certain status
    clipboard_eb5df689e1741311d672ebd65c02ea451.png
  • Login Time - Shows time agent has been logged in on selected dates
    clipboard_e5ae8cfa4daf234819adc10918ecce0f1.png
  • Transactions - Shows  per agent number accepted/rejected average processing time
    clipboard_e9f52d9fb1e2184d674f31591de45b5e8.png
  • Transactions per Media - Shows per agent what type of calls they got and what they accepted/rejected in each of those medias. 
    clipboard_e4d9e2d42eda32e5c095a6bed454890e9.png
  • Transactions per Media per Queue - Shows per agent what type of calls they got and what they accepted/rejected in each of those medias. Also split out by queues that agent have
    clipboard_e1112d1bd03533dfeb81847d0c8ef70b2.png
  • Transactions per Media per Channel per Queue - Shows per agent what type of calls they got and what they accepted/rejected in each of those medias. Also split out by queues that agent have and channels that agent accepts calls from. 
    clipboard_e12a7d549ff07dd46d9bf46949f827f7c.png
  • Processing and Post Processing times - Times of these per agent.
    clipboard_ead9a6cd4c16b247fc748397a10cdce7a.png
  • Processing and Post Processing times per media - Times of these per agent based on the media (ie phone, email etc).
    clipboard_eb820c90d4529543e7b3dc5a0bec07077.png
  • Processing and Post Processing times per media per queue - Times of these per agent based on the media split by queues agent are in.
    clipboard_ea1098e3f77867453cdd62983246c49c5.png
  • Processing and Post Processing times per media per Channel per queue - Times of these per agent based on media split by the queues and channels agents are in.
    clipboard_e9c135307c61d2a1bbcbca69685adb4b4.png
  • Other Transactions Analysis - Split by agent shows number of calls directly/outbound/internal/on hold/conference/transferred and duration
    clipboard_e8192e5ff7a287a4ecbd401d1815b1a2e.png
  • Detailed Accepted Transactions Activity - Shows details of calls with transaction ID's split by agents that were accepted
    clipboard_e802f7fe9ac71658f51acabd829dd7bcf.png
  • Detailed Outbound Call Activity - Shows details of calls with transaction ID's split by agents that were Outbound
    clipboard_e500a038fb7f32695dcfb2f2c5a6ec332.png
  • Status Change Details - Shows the changes of status throughout the day. - Registers each time they change status/logged in/out.
    clipboard_e4351b6653059f06e77a8a1ac08eb8cc3.png
  • Detailed Accepted Transactions with Wrap Up Codes Gives a lot of details on each transaction the agent has taken. This includes wrap up codes.
    clipboard_e9f9a96611a11da5bfc0b6b4b2df3df93.png
  • Detailed Outbound Transactions with Wrap Up Codes - gives details of the outbound calls with wrap up codes used
    clipboard_ecadd7576233052650aceee2a15f3f18c.png
  • Transactions Grouped by Wrap Up Codes. - Transactions grouped by wrap up code by agent.
    clipboard_ec0f1d4c07ec0cfaba2b4968c16eb53ed.png
  • Time on Break/Offline with Status Codes - Grouped by agent records their break and offline times. 
    clipboard_e73faebb6ec7920060763b634452d3825.png

 

Groups
  • Time on Status - Detail by group giving overall group time processing, post processing, working offline, logged in and break
    clipboard_ea0b33a96e7dc3bed4eb473c82b1b3eb0.png
Media
  • Transactions - Transaction summary split by media (ie phone, email, chat etc)
    clipboard_e2c128a18e8f124005da8f8f5434ed99b.png
  • Abandoned Transactions - Abandoned Transaction summary split by media (ie phone, email, chat etc) and when they were abandoned ie under 5 seconds, between 20-30 seconds etc)
    clipboard_e91fdf0956e5e8852646e3538f90ac04f.png
  • Accepted Transactions - On Line Media -  Accepted Transaction summary split by media (ie phone, email, chat etc) and when they were Accepted ie under 5 seconds, between 20-30 seconds etc) - this is for "Online" media such as inbound calls or chat live. 
    clipboard_e4402b43d7054264b0e7e86af3269ad64.png
  • Accepted Transactions - Off Line Media Accepted Transaction summary split by media (ie phone, email, chat etc) and when they were Accepted ie under 5 seconds, between 20-30 seconds etc) - this is for "Offline" media such as Email or Voicemail. 
    clipboard_ed739e13b7e376f234319e488a7f3f754.png
Queues
  • Transactions - Transaction summary split by Queue
    clipboard_e8409579fc5547a0506fd3164e855c08a.png
  • Abandoned Transactions - Abandoned Transaction summary split by Queue and when they were abandoned ie under 5 seconds, between 20-30 seconds etc)
    clipboard_eaa31bad32b9c3d5dcb30f360e3257eca.png
  • Accepted Transactions - On Line Media - Accepted Transaction summary split by Queue and when they were Accepted ie under 5 seconds, between 20-30 seconds etc) - this is for "Online" media such as inbound calls or chat live. 
    clipboard_e521ed39dcb74019cf2b43d4e977aaae4.png
  • Accepted Transactions - Off Line Media - Accepted Transaction summary split by Queue and when they were Accepted ie under 5 seconds, between 20-30 seconds etc) - this is for "Offline" media such as Email or Voicemail. 
    clipboard_e9bcdeaf397057f6c02ae9e7843bb5ac9.png
  • Detailed Entered Transactions Activity - Shows details of all calls Entering a Queue 
    clipboard_ec9207c914a3e12394ecd99502062902b.png
  • Detailed Accepted Transactions Activity - Shows details of all calls Accepted in a Queue 
    clipboard_e15745598de04a23503e0ae12516b4773.png
Channels
  • Transactions - Transaction summary split by Channel
    clipboard_e3922c89adc39db9355d780e23b80c8a2.png
  • Abandoned Transactions - Abandoned Transaction summary split by Channel and when they were abandoned ie under 5 seconds, between 20-30 seconds etc)
    clipboard_e1f30e3acd1695e3257a7b8f1dc5c6561.png
  • Accepted Transactions - On Line Media - Accepted Transaction summary split by Channel and when they were Accepted ie under 5 seconds, between 20-30 seconds etc) - this is for "Online" media such as inbound calls or chat live. 
    clipboard_e0ebc5545d9d87ba2ef2ca5679e107366.png
  • Accepted Transactions - Off Line Media - Accepted Transaction summary split by Channel and when they were Accepted ie under 5 seconds, between 20-30 seconds etc) - this is for "Offline" media such as Email or Voicemail. 
    clipboard_e9d0ff89dcbe816d1a3958bb928b8e4d1.png
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 covers all media, agents, channels and queues, includes transaction codes, Wrap up codes
    clipboard_e6c5dd0ce6264051a438ff11ab9522bbe.png
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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