Reporting
Configurable Service Level Agreement (SLA) by Queue
ReportingWhat is it? Configurable SLA by Queue is a custom stat that is configured within the Admin Configuration UI to…
Read MoreReal-Time Table Enhancements
ReportingWhat is it? Several enhancements have been made to the existing tables in real-time reporting for an improved user experience.…
Read MoreAccess Controlled Reports
ReportingWhat is it? Access Controlled Reports and a new corresponding Access Controlled Supervisor Role are now available. With these features,…
Read MoreConfigurable Service Level (SLA) by Tenant
ReportingWhat is it? The ability to configure SLA for your tenant is now available. In addition to setting the Service…
Read MoreReporting API End Points (RTA / WFM Historical)
ReportingWhat is it? Realtime Adherence (RTA) Data: Retrieves agent state information that third party WFO systems can use to monitor…
Read MoreThird Party IVR Abandons in Historical Reporting
ReportingWhat is it? Third Party IVR Abandons are now visible within historical reporting. This statistic measures the number of interactions…
Read MoreInteraction Segment Reporting
ReportingWhat is it? Interaction segments are legs of the interaction that are associated with a single agent. For example, if…
Read MoreReporting for Agent Presence Reasons
ReportingWhat is it? Two new standard reports are available for agent presence reasons: Agent Presence Reason Summary: Lists each agent…
Read MoreNew Script Reports
ReportingWhat is it? The following new script standard reports are now available: Script Detail: Shows script questions and the answers…
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