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What historical reports are available in Genesys PureEngage Cloud (Interactive Insights)?

This page lists the out-of-box reports, organized by folder, that are included with Genesys Interactive Insights (click the tabs below to see what reports are in each folder). Many reports include sample output–to view a sample of the output from a report, follow the relevant link on the tabs below, then on the report description page, click 'Sample XXX Report.pdf'.

For some reports, you can view more detailed information, including sample report output, by clicking the report name.

PureEngage

The Business Edition folder contains the following popular reports, specially tailored to cloud users. For many users, the reports in this folder are the only ones they need:

Agent Activity Business Result

Displays the proportion of calls that led to each Business Result.
Use Case: Use this report to understand the outcomes (in terms of the defined Business Result) of interactions received in the contact center during a specified period of time. (You can specify the Date Range, Agent Group, Agent, Media Type, and Interaction Type.)

Agent Group Membership Details

Displays when each Agent entered and exited each group.
Use Case: Use this report to understand how agents are distributed among Agent Groups. (You can specify the Date, Group, and Agent.)

Agent Login-Logout Details

Displays the times when agents logged in and out and the duration of each login session.
Use Case: Use this report to understand how individual agents spend their time between calls. (You can specify the Date, Hour Range, Agent Group, Agent, and Media Type).

Agent Not Ready Reason Code Details

Displays what percentage of time agents spend in Not Ready states, and charts the reasons agents give for Not Ready time.
Use Case: Use this report to understand the frequency and duration of agent breaks, and to compare the relative use of each Not Ready code by each agent. (You can specify the Day or Date Range, Agent Group, Agent, and Media Type.).

Agent State Details

Displays the times and durations of the various agent-state changes during specified time period.
Use Case: Use this report to track the time agents spend in various non-call-related states, to better understand how effectively agent time is used. (You can specify the Date, Hour Range, Agent Group, Agent, Reason Code Type, and Media Type).

Agent Time

Displays a high-level breakdown of the duration of the different agent states for a specific media type.
Use Case: Use this report to understand how agents are using their time. The report shows you how long agents spend in each state (Ready, Not Ready, Busy, or Unknown). (You can specify the Date Range, Agent Group, Agent, and Media Type).

Interaction Flow Details

Traces an interaction as it passes through various contact center resources. The report shows each target that the interaction reached, how the interaction was processed at that target (for example, Abandoned, Completed, Diverted, or Transferred), how long the processing took, and other details about the interaction.
Use Case: Use this report to understand, in detail and from a customer perspective, how interactions progress. (You can specify the Timestamp(s), Target Agent, Target Queue, Customer ID, From, To, Media Type, Interaction Type, Tenant, and Interaction ID).

Interaction Handling Attempt Details

Summarizes segment-related details with regard to agent handling of contact center interactions, including data for all interaction types, but excluding extended facts associated with the interaction.
Use Case: Use this report to understand how much time was required to distribute interactions to agents, and how the agents participated in the interactions. (You can specify the Timestamp(s), Target Agent Group, Target Agent, Last VQueue, Customer ID, From, To, Business Result, Customer Segment, Service Type, Service Subtype, Media Type, Interaction Type, and Interaction ID).

Interaction Volume Business Result

Displays what percentage of interactions achieve each Business Result, and highlights cases that do not meet the baseline service objective.
Use Case: Use this report to gauge the service level on a day-by-day basis. (You can specify the Date Range, Business Result, Media Type, and Interaction Type).

Queue Summary Customer Segment / Queue Summary Business Result

The Queue Summary Customer Segment report replaces the Queue Summary Business Result report. Displays information about how effectively calls are handled on a queue-by-queue basis.
Use Case: Use this report to assess the service-level performance of queues: how many incoming calls are offered, how many are accepted by an agent, and how many are abandoned by the caller. (You can specify the Day or Date Range, Queue Group, Queue, Customer Segment, Media Type and Interaction Type.)

Agent reports

The Interactive Insights > 8.1.1 > Agents folder contains reports that enable you to gather various contact center statistics that pertain to monitored agents (configured as Person objects in Configuration Server) who process voice, chat, SMS, email, social media, and third-party-media type interactions.

Agent Conduct Report

The Main tab of this report pits agent performance in handling interactions against the agent's group, focusing on a few specific measures that demonstrate the possible mishandling of interactions a high number of unaccepted interactions, excessive hold and after-call work (wrap) times, and shorter than usual engage (talk) durations with customers. The Summary tab provides three graphs to plot, by agent, the number of interactions that were abandoned while alerting at the agent's DN, the number of interactions that fall within the short talk threshold, and the number of interactions that were rerouted from the agent's DN because the agent did not accept them. These measures provide relative performance and should be analyzed carefully before conclusions are drawn or corrective action is taken.

Agent Group Business Result Report

The Main tab of this report summarizes various aspects of agent performance by the agent groups to which they belong and by business result with respect to interactions that are received within the contact center during a range of days that you specify. The Summary tab charts two stories that depict (1) the total number of interactions that are received by business result and day and (2) the total number of interactions that are received by agent group and day. Metrics include interactions that are routed from a routing strategy or mediation DN, routed directly from the switch, or transferred provided that the agent receives the interaction.

Agent Group Customer Segment Report

The Main tab of this report summarizes agent group performance by customer segment with respect to interactions that are received within the contact center during a range of days that you specify. The Summary tab charts two stories that depict (1) the total number of interactions that are received by customer segment and day and (2) the total number of interactions received by agent group and day. Metrics include interactions that are routed from a routing strategy or mediation DN, routed directly from the switch, or transferred provided that the agent receives the interaction.

Agent Group Interaction Handling Report

The Main tab of this report enables supervisors to monitor the interaction processing performance, as it relates to interactions, of one or more groups of agents during a range of days that you specify. The Summary tab focuses on two aspects of interaction processing the total number of interactions where a transfer is initiated and the total number of interactions that are received by agent group. This information should help you analyze which agent groups are transferring too many interactions. The summary also provides the top and bottom 10% ranking of agent groups, with respect to the number of interactions that are received. Interaction processing (or handling) involves accepting interactions, placing interactions on hold, consultations, transfers, after-call work, and conversing with customers.

Agent Group Queue Business Attribute Report

This report summarizes how interactions were characterized either by the system or by the agents who accepted and/or transferred them (via the group to which the agents belonged), by the queue type device through which the interactions were distributed, by the interactions' media type (i.e., voice, chat) and interaction type (i.e., inbound, internal), and by each month-long period throughout the designated reporting interval. Drilled results are provided only for month or higher level aggregations and for queue to queue group (and vice versa) actions. This report illustrates how agent activity results can be categorized by a wide range of dimensions.

Agent Group Service Type Report

The Main tab of this report summarizes agent group performance by service type with respect to interactions that are received within the contact center during a range of days that you specify. The Summary tab charts two stories that depict (1) the total number of interactions that are received by service type and day and (2) the total number of interactions that are received by agent group and day. Measures include interactions that are routed from a routing strategy or mediation DN, routed directly from the switch, or transferred provided that the agent receives the interaction.

Agent Interaction Hierarchy Report

The Main tab of this report depicts the hierarchy of interactions that were offered to agents identifying the nature of the accepted interactions and responses as threaded, logical, or base interactions.

Agent Interval Based Report

This report generates a snapshot of agent interaction processing activities during a range of hours that you specify within a particular day. This report is useful to those who manage contact center operations enabling them to view key performance indicators that are related to the agents they supervise and to assess agent productivity. No distinction is made between interactions that are routed directly from a switch and those that are routed via a mediation DN object. This is an interval based report, which means that counts and durations for the bulk of measures are recognized in each interval in which interactions occur, regardless of when the interaction began or ended.

Agent Not Ready Reason Code Report

The Main tab of this report provides counts, durations, and percentages for each Not Ready reason code during the range of hours that you specify within a particular day. The Summary tab, in four charts, ranks:

  • The top five reasons (reason codes) that are used by agents cumulatively for entering the Not Ready state.
  • The top five longest durations that are associated with the reasons that agents placed their devices in the Not Ready state.
  • The top and bottom five agents who had the greatest and least percentage of their active time attributed to the Not Ready state.

Each tab uses one or more queries to retrieve results. The reason codes that are provided by this report are not necessarily tied to specific interactions.

Agent Not Ready Report

The Main tab of this report enables supervisors to monitor the counts, durations, and percentages of calls that are made and received by an agent, while that agent's state is Not Ready, during a range of hours that you specify within a particular day. The Summary tab plots each agent's percentage of time that the agent was in the Not Ready state and provides two tables that rank the top and bottom 10% of agent Not Ready duration.

Agent Outbound Campaign Report

This report provides total and average durations of call handling activities for agents who participate in outbound campaigns.

Agent Queue Report

The Main tab of this report enables supervisors to monitor the interaction processing performance, as it relates to interactions, of an agent (or all agents) by the queue from which interactions were distributed during a range of days that you specify. The Summary tab provides a three dimensional chart that plots average handle time by agent and by queue (or virtual queue). The summary tables below this chart provide the top and bottom 10% of agents who have the longest and shortest average hold times. Interaction processing (or handling) involves accepting interactions, placing calls on hold, consultations, transfers, after-call work, and conversing.

Agent Social Engagement Report

The Main tab of this report provides the average social media scores of interactions for each configured standard response or category by agent. The Summary tab looks at two of these KPIs sentiment and influence scores and charts their averages against all accepted interactions.

Agent Summary Activity Report

On the Active Time tab, this report provides a high level breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Unknown) for a specific media type, fully accounting for the agents total active time (logged in time) for that media. A custom measure, Offset, reflects the difference between the agents active time and all other state durations. This measure can be negative as it compensates for any overlapping durations that may be captured by the Wrap Time, Engage Time, and Not Ready Time measures* and as well as after-call work (wrap) durations that are not affiliated with any call. Offset is meant to highlight those overlapping durations. It may or may not be useful depending on how your contact center/agent system is configured. The % Active Time tab provides the same information as the Active Time tab providing percentages of active time instead of the amount of time spent in each state. The Interaction Time tab of this report further breaks down the portion of the agents active time that the agent is busy processing interactions.The % Interaction Time tab provides the same information as the Interaction Time tab providing percentages of busy time instead of the amount of time spent in each interaction state.

Agent Utilization Report

The two main tabs of this report, Customer and Consult, summarize agent performance with respect to the customer and consults interactions that are processed within the contact center for a range of days that you specify. The Summary tab charts the percentage of interaction acceptance by agent and provides two tables that highlight the top and bottom 10%. Measures in the main report include the total number of interactions that were accepted, staffed time, not busy time, and averages all of which include interactions from a mediation DN object and those directly routed from a switch.

Business results reports

The Interactive Insights > 8.1.1 > Business Results folder contains reports that provide statistics that pertain to business results, customer segment, and service type/subtype business attributes:

Business Metrics Executive Report

This report consists of three Summary tabs that highlight exceptions to service level by business result, customer segment, and service type for those interactions that have defined a baseline service objective that is greater than zero. Each tab uses its own query to retrieve results. This report is targeted to audiences that are outside of the immediate contact center so that they are aware of the performance of the contact center. The Entered with Objective measure is superimposed over each graph to enable report analyzers to gauge service level within the perspective of the total number of interactions that were offered to resources by day over the reporting interval.

Customer Perspective Report

The Main tab of this report summarizes contact center milestones from customer perspective providing the average response times, revenue and customer satisfaction scores, and various service level percentages of interactions that enter or begin with the contact center. These measures are dimensioned by customer segment, service type, and media type and answer questions like how much time elapsed before customers got a hold of agents or received responses, how satisfied were they with their transactions, and how much money did they spend. The Summary tab plots the average revenues that are generated by each customer segment in bar charts for each media type. The respective average customer satisfaction scores overlay these charts.

Interaction Volume Business Result Report

The Main tab of this report summarizes how interactions that enter the contact center are categorized into the business result attributes that are configured in your environment. The Summary tab focuses on percentages of service level, highlighting the exceptions by business result for those interactions that have defined a baseline service objective that is greater than zero. The Entered with Objective measure is superimposed over the summary graph to enable report analyzers to gauge service level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval.

Interaction Volume Customer Segment Report

The Main tab of this report summarizes how interactions that enter the contact center are categorized into the customer segment attributes that are configured in your environment. The Summary tab focuses on percentages of service level, highlighting the exceptions by customer segment for those interactions that have defined a baseline service objective that is greater than zero. The Entered with Objective measure is superimposed over the summary graph to enable report analyzers to gauge service level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval.

Interaction Volume Service Subtype Report

The Main tab of this report summarizes how interactions that enter the contact center are categorized into the service type and service subtype business attributes that are configured in your environment. The Summary tab focuses on percentages of service level,highlighting the exceptions by service subtype for those interactions that have defined a baseline service objective that is greater than zero. The Entered with Objective measure is superimposed over the summary graph to enable report analyzers to gauge service level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval.

Interaction Volume Service Type Report

The Main tab of this report summarizes how interactions that enter the contact center are categorized into the service type attributes that are configured in your environment. The Summary tab focuses on percentages of service level, highlighting the exceptions by service type for those interactions that have defined a baseline service objective that is greater than zero. The Entered with Objective measure is superimposed over the summary graph to enable report analyzers to gauge service level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval.

Interaction Volume Service Type Trend Report

The Main tab of this report provides three measures to describe the elements of service level that was delivered by service type as well as a forecast of what service level can be expected given the start and end dates (for actual data) and the forecast thru date that you supply. The forecast is provided only for the % First Response Time Service Level measure. A legend explains the font treatments and background coloring that are used within cells of the report to distinguish 1) forecasted from actual values and 2) varying levels of service level. The Summary tab plots actual values using scatter chart format and the trend (which is derived using a least squared method) in linear format.

Interaction Volume Summary Report

The Main tab of this report provides a month-by-month comparison of the number of accepted and finished interactions and average duration of completed interactions that entered the contact center throughout a span of time within one calendar year with the corresponding numbers from the previous year. Prior year figures are provided in terms of change in percentage from the selected timespan. This report concatenates data for all selected business attributes rather than yielding results where each interaction has been categorized with each of the selected attributes.

Social Engagement Report

The Main tab of this report provides the average social media scores of interactions that entered or began within the contact center for each configured standard response or category. The Summary tab looks at two of these KPIs sentiment and influence scores and charts their averages against all interactions that entered or began within the contact center.

Callback

The Interactive Insights > 8.1.1 > Callback folder contains reports that provide information about callback usage, including information about success rates, scheduling, and wait times:

Callback Details Report

Displays information about each callback that was processed by the contact center. Use Case: Use this report to see detailed information about results of each callback scheduled, attempted, and performed in the contact center. (You can specify the Date Range, Queue, Customer Phone Number, Tenant, and Final disposition of calls to include).

Callback Summary Report

Displays various summary views of the callbacks that were processed by the contact center. Use Case: Use this report to understand how your customers use Callback, how often callback attempts fail or succeed, how long customers waited for a callback, and to see how much you save by using Callback—based on cost values that you enter. (You can specify the Date Range, Queue, Channel, Callback Types, Tenant, and the Minute Price).

Details reports

The Interactive Insights > 8.1.1 > Details folder contains reports that provide information about agent summarized states and login details, interaction-handling attempts (including activity occurring at routing points), and interaction flows from inception to termination:

Agent Details Activity Report

This report provides a chronological breakdown of the activities of one agent over a period of time that you specify including: The time stamp and duration of the agent's active (login) session. The collective status of the agent's devices or DNs (for example, Ready, Not Ready, or Busy), when each status began for that DN, and its duration. The interaction state when it was offered to or being processed by the agent.

Agent Login-Logout Details Report

This report shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time measure, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two day time span (or longer) and is not forcibly logged out by the system, login duration gets is split over each calendar day.

Agent State Details Report

This report displays the timestamps and durations of the various agent state changes during a range of hours that you specify within a given day. This information enables supervisors to track how an agent spent his or her time in various non-call related states and to make assessments about how well this time was spent. If a hardware or software related reason was logged for any state, this information either a hardware or software related reason also appears in the report. This report is very useful for monitoring an agent's non-call related activities, especially under those circumstances in which the agent is paid by the minute. If the agent continues to be logged in over a two day time span (or longer) and is not forcibly logged out by the system, state duration is split over each calendar day.

Interaction Flow Report

This report provides a tactical tool for managing customer relationships, enabling contact center managers to analyze and understand what took place with regard to an interaction from the customer's perspective. The Main tab of this report traces an interaction as it passes through various contact center resources showing each target that the interaction reached, how the interaction was processed at that target (for example, Abandoned, Completed, Diverted, or Transferred), and how long the processing took there, as well as general details about the interaction. The Summary tab shows an abbreviated version of each interaction's life and provides the technical result at each source and target, as well as the duration there.

Interaction Handling Attempt Report

The main tab of this report summarizes segment related details with regard to an agent's handling of contact center interactions that are stored in the Info Mart INTERACTION_RESOURCE_FACT table, providing both the time that was required to distribute the interaction to the agent and data about the agent's contiguous participation in the interaction. The summary tab shows a shortened version of each interaction's life providing the technical result at each source and target as well as the duration there. This report provides data for all interaction types and excludes extended facts that might be associated with the interaction, such as whether treatments were applied while the customer was waiting to be connected to the agent.

Transfer Detail Report

This report provides the detailed information about the initiating and receiving parties of those contact center interactions that involve a transfer including the technical result, the mediation devices through which the interaction passed, the business attribute, and the entire duration of the interaction. You can obtain additional information about a particular interaction by clicking its ID within the generated report. This action passes the value that you click and opens the Interaction Handling Attempt Report in a new browser window where you can view (among other information) data about the agents contiguous participation in the interaction.

Outbound contact

The Interactive Insights > 8.1.1 > Outbound Contact folder contains reports that provide information about the progress of outbound campaigns, including summaries of campaign activity, campaign callbacks, and contact list performance:

In addition, the following report is applicable to outbound reporting, but is available in the Interactive Insights > 8.1.1 > Agents folder:

Campaign Callbacks Summary Report

The Main tab of this report summarizes the total number of callbacks processed by the contact center breaking them down into the total number scheduled, missed, and completed for each day of the reporting period and distinguishing personal callbacks from non-personal ones. The report's design internally filters the data set to return Outbound voice only interactions.

Campaign Summary Report

The Main tab of this report provides several key measures generated by Outbound campaigns that summarize the disposition of contact attempts to reach customers over the reporting interval. In bar chart format, the Summary tab focuses on two of those key measures Accepted and Not Accepted. The report's design internally filters the data set to return Outbound voice only interactions.

Contact List Effectiveness Report

The Main tab of this report provides the number of contact attempts that were generated by an Outbound campaign, the ratio of attempts that resulted in the detection of a special information tone (SIT), and a breakdown of the call results of those SIT detected attempts for the selected calling list. The Summary tab plots the SIT ratio for each calling list in bar chart format. The results of this report can assist campaign managers in determining which calling list needs cleanup. The reports design internally filters the data set to return Outbound voice only interactions.

Queue reports

The Interactive Insights > 8.1.1 > Queues folder contains reports that enable you to gather data that pertains to interaction flows through monitored ACD queue, virtual-queue, interaction queue, workbin, and queue-group objects:

Abandon Delay Report

The Main tab of this report gauges service quality by indicating how many interactions were abandoned (or disconnected), as well as the percentage of interactions that were abandoned, while the interactions were queued at a specific queue. The Summary tab charts the percentage of abandoned interactions by service time interval, in chart format. The report provides a legend of the service time intervals for 10 abandon thresholds. The report categorizes each abandoned interaction placing it into one of 10 configurable time buckets to provide details about how long customers waited at a specific mediation DN before they chose to abandon the interaction.

Interaction Traffic Group Report

The Main tab of this report summarizes contact center activity as Interactions are offered to, abandoned within, and distributed from queues that belong to one or more queue group(s). The Summary tab focuses on the overall percentages of service level by tenant in chart format and highlights the exceptions to service level by mediation DN in tabular format for a given day. Mediation DN activity is rolled up to all of the groups to which the DN belongs. Counts and durations are attributed to the interval in which the interaction enter the mediation DN.

Interaction Traffic Report

The Main tab of this report summarizes contact center activity as interactions are offered to, abandoned within, and distributed from queues. The Summary tab focuses on the overall percentages of service level by tenant in chart format and highlights the exceptions to service level by queue in tabular format for a given day. This report is particularly helpful for determining the efficiency achieved on a specific queue because it provides the volume of interactions accepted in a given period, along with the average speed of answer (Avg Accept Time) and maximum delays experienced before acceptance (Max Accept Time) or abandonment (Max Abandoned Waiting Time)from the perspective of the mediation DN.

Queue Outline Report

There are three main tabs in this report: one for customer interactions, one for consult interactions, and one for both types of interactions. The Customer Interaction tab shows how the number of interactions that entered a particular queue or queue group break down into the various queue related measures that provide interaction counts. The Consult Interaction provides similar information for consult interactions that enter the queue/queue group. The Customer & Consults tab combines these results into one report. From this information, you can see how these measures interrelate and how they contribute to the sum total of all interactions (Entered) that entered a queue resource.

Queue Summary Report

The Main tab of this report provides measures that relate to the interactions that enter a queue and that are either abandoned or distributed and handled by any routing target, such as an agent. The Summary tab juxtapositions the number of interactions that were accepted or abandoned, in chart format, with all of the interactions that were offered to the queue over the reporting interval for each queue within the selection criteria. Overlaying these bar charts is the percentage of accepted interactions that were accepted within the defined service level. This report helps contact center managers and supervisors to assess the performance of configured queues.

Speed of Accept (hours) Report

The Main tab of this report provides summarized performance information about the delays that are associated with long enduring interactions that were accepted or pulled from the specified queue(s). The Summary tab summarizes this same information providing both percentages and number of interactions that were accepted or pulled by service time interval in chart format. This report is typically used for media types for which contact center responses are expected to be slow, such as email.

Speed of Accept (seconds) Report

The Main tab of this report provides summarized performance information about the delays that are associated with interactions that were accepted from a specific queue. The Summary tab summarizes this same information providing both percentages and number of interactions that were accepted by service time interval in chart format. This report is typically used for media types for which contact center responses are expected to be fast, such as voice and chat.




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This page was last modified on 22 August 2017, at 12:26.