Jump to: navigation, search

VCC Reports

You can access VCC reports and dashboards from the from the CX Analytics dashboard by selecting VCC Reports.

Important
  • Activity report data remains available for three months and Statistics report data remains available for three years.
  • Historical reports show the correct agent activity data for the agent states or sessions for only the first 24 hours that an agent is logged in. To report the correct agent activity data in historical reports, ensure that agents log out within 24 hours.

How can VCC reports help me manage my contact center?

1

You can use VCC reports to:

  • Track calls to benchmark key performance indicators of quality and service.
  • Assess the day-to-day operations of their contact center resources for the routing and handling of interactions.
  • Increase utilization and efficiency with better tuning resources.
  • Determine call volumes and productivity metrics to prioritize calls through the Interaction reports.
  • Determine agent call patterns and agent activity through the Agent reports.
  • Identify corrective actions to help reduce costs and increase service.


Can I see call activity for the ACD queues?

1

The Interaction Activity reports display a summary of the call activity for the ACD queues over a specified time period. They also display the average and maximum time information for these calls.

  • [+] Interaction Activity reports

  • [+] Enhanced Interaction reports

  • [+] Search Call by Caller ID dashboard

Can I see call statistics for the ACD queues over time ?

1

The Interaction Statistics reports display a summary of the call statistics for the ACD queues over a specified time period. They also display the average and maximum time information for these calls. Also, all Interaction Statistics reports include a link to Call Recording. The Interaction Statistics reports display the Voice Site Dialing Number as the Direct Inbound Dialing (DID) number, instead of the Route Point.

  • [+] Time and Media Type reports

  • [+] Abandoned Calls reports

  • [+] Interaction Statistics Redirected Calls reports

  • [+] IVR Tasks reports

  • [+] IVR Variables reports

  • [+] Interaction Statistics by Call Outcome reports

  • [+] Call Center Scorecard dashboard

Can I see call activity for agents over time?

1

The Agent Activity reports display a summary of the call activity for agents over a specified time period. They also display the average and maximum time information for these calls.

  • [+] Agent Activity Time reports

  • [+] Agent Conduct reports

  • [+] Agent Status reports

  • [+] Agent Status Not Ready State reports

  • [+] Agent Login Detail reports

  • [+] Agent Status ACW reports

  • [+] Agent Name Cloud dashboard

Can I see call statistics for the agents over time?

1

The Agent Statistics reports display a summary of the call statistics for the agents over a specified time period. They also display the average and maximum time information for these calls.

  • [+] Agent Statistics Time and Media Type reports

  • [+] Agent Statistics Consult reports

  • [+] Agent Statistics Skill reports

  • [+] Agent Utilization reports

  • [+] Agent Statistics by Disposition Code reports

  • [+] Agent Scorecard Dashboard

What do I do next?

You might want to learn more about:

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on June 22, 2017, at 10:24.