Viewing the Zoom Contact Center CX Analytics reports

The CX Analytics reports offer a quick and comprehensive overview of contact center performance. Within the Reports page, users have several capabilities:

In addition, users can filter, sort, and customize columns within the reporting interface to tailor the view to their needs. To access reports and data within CX Analytics, admins must grant the appropriate permissions to users.

Requirements for viewing the Zoom Contact Center CX Analytics reports

Table of Contents

How to view the Zoom Contact Center CX Analytics reports

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Analytics & Reports then CX Analytics.
    You will be redirected to the Reports page, where you can view and select the following data sets to open their corresponding reports:

Agent Performance

Delivers in-depth information about individual agent performance and agents work sessions.

Agent Timecard

Drills down into individual agent work sessions, offering visibility into how each agent spends their time during their shift.

Disposition

Provides a comprehensive outcome analysis for past completed engagements. Disposition refers to the assignment of an outcome or topic to each engagement by agents in the Zoom Contact Center. It allows agents to categorize interactions, such as calls, by selecting a specific disposition during the wrap-up time.

Engagement Performance Report

Offers a holistic view of all completed engagements, regardless of channel or queue.

Expert Assist Performance

Provides an overview of AI Expert Assist feature's adoption, usage and impact on agent efficiency. AI Expert Assist supports agents in real-time by surfacing relevant knowledge and suggestions to enhance their efficiency in resolving customer issues.

Flow Performance

Presents an overview of Zoom Contact Center flows, including the engagement volume processed, overall behavior, and efficiency.

Outbound Dialer Performance

Gain insights into how about dialer campaigns are performing and key measures associated with those campaigns. An outbound dialer automatically initiates calls to a contact list for purposes like sales, telemarketing, surveys, and customer service. Methods include preview dialers, which let agents review contact details before calling, and progressive dialers, which automatically place calls to minimize downtime between calls.

Queue Callback Report

Tracks callback requests from customers and evaluates how efficiently queues are processing these callbacks.

Queue Inbound Report

Provides a summary of inbound engagement performance for queues.

Queue Outbound Report

Provides a summary of outbound engagement performance for queues.

Queue Performance Report

Provides a summary of both inbound and outbound engagement performance for queues.

Team Performance

Gives a comprehensive view of how teams are performing across various KPIs.

Team Timecard

Offers a detailed breakdown of team-level activity, showing how team members are allocating their time throughout the day.

Legacy to CX Analytics conversion guide

 
Legacy Report NameLegacy Report TabLegacy Widget Name or Grid NameLegacy Metric , Attribute, or ExplanationCX Analytics Attribute/Metric NameCX Analytics AvailabilityCX Analytics FilterCX Analytics AggregationCX Analytics Data SetCX Analytics API
Agent ReportOverviewAgent Status Allocation% of time in each Agent StateAgent status durationAvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportOverviewCapacity Utilization% ReadyReady (%)AvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportOverviewCapacity Utilization% Occupied% OccupiedAvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportOverviewAgent Occupied Duration AllocationOccupied DurationOccupied DurationAvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportOverviewRing DurationRing DurationRing durationAvailableDirection, ChannelN/AAgent performanceAgent performance
Agent ReportOverviewAgent First Message DelayAgent First Message DelayAgent first response durationAvailableDirection, ChannelN/AAgent performanceAgent performance
Agent ReportOverviewInbound Hold DurationInbound Hold DurationHold durationAvailableDirectionN/AAgent performanceAgent performance
Agent ReportOverviewInbound Wrap-up DurationInbound Wrap-up DurationWrap up durationAvailableDirectionN/AAgent performanceAgent performance
Agent ReportOverviewAgent Response to Inbound EngagementsResponse TypeAgent offered
Agent refused
Agent missed
Agent declined
Transfers initiated
Holds		AvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportOverviewOutcomes of Outbound EngagementsOutbound Outcomes Removed    
Agent ReportOverviewAgentsNameAgentAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportOverviewAgentsQueueQueueAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportOverviewAgentsChannelChannelAvailableDimension alreadyN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetAgent NameAgentAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetReadyReady durationAvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportTime SheetTime SheetNot ReadyNot ready durationAvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportTime SheetTime SheetOccupiedOccupied durationAvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportTime SheetTime SheetOnlineWorksession durationAvailableAny dimension in Agent timecardN/AAgent timecard 
Agent ReportTime SheetTime SheetOffline Removed    
Agent ReportTime SheetTime Sheet% ReadyReady (%)AvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportTime SheetTime Sheet% Not ReadyNot ready  (%)AvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportTime SheetTime Sheet% OccupiedOccupied (%)AvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportTime SheetTime SheetHandledHandledAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetHandled InboundInbound handledAvailableChannelN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetHandled OutboundOutbound handledAvailableChannelN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetOffers TotalAgent offeredAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetOffers AnsweredHandledAvailableAny dimension in Agent performanceN/AAgent performance 
Agent ReportTime SheetTime SheetOffers MissedAgent missedAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetOffers DeclinedAgent declinedAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetCompleted Removed    
Agent ReportTime SheetTime SheetTransferred OutTransfers completedTransfer Remodel - not available N/AAgent performance 
Agent ReportTime SheetTime SheetHold Hang UpHold disconnectAvailableAny dimension in Agent performanceN/A  
Agent ReportTime SheetTime SheetUpgraded Omnichannel Remodel - not available    
Agent ReportTime SheetTime SheetOffers Answered VoiceHandledAvailableChannelN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetOffers Answered VideoHandledAvailableChannelN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetOffers Answered MessagingHandledAvailableChannelN/AAgent performanceAgent performance
Agent ReportTime SheetTime SheetOffers Answered EmailHandledAvailableChannelN/AAgent performanceAgent performance
Agent ReportTime SheetTime Sheet% Offers AnsweredHandledAvailableChannelN/AAgent performanceAgent performance
Agent ReportTime SheetTime Sheet% Offers MissedAgent missedAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime Sheet% Offers DeclinedAgent declineAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime Sheet% CompletedHandledAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime Sheet% Transferred OutTransfer completedAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportTime SheetTime Sheet% Hold Hang Up Abandon Remodel - not available N/A  
Agent ReportTime SheetTime Sheet% Upgraded Omnichannel Remodel- not available N/A  
Agent ReportTime SheetTime SheetTotal Handling DurationHandle durationAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Handling DurationHandle durationAvailableAny dimension in Agent performanceAVGAgent performanceAgent performance
Agent ReportTime SheetTime SheetTotal Handling Duration VoiceHandle durationAvailableChannelSUMAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Handling Duration VoiceHandle durationAvailableChannelAVGAgent performanceAgent performance
Agent ReportTime SheetTime SheetTotal Handling Duration VideoHandle durationAvailableChannelSUMAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Handling Duration VideoHandle durationAvailableChannelAVGAgent performanceAgent performance
Agent ReportTime SheetTime SheetTotal Handling Duration MessagingHandle durationAvailableChannelSUMAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Handling Duration MessagingHandle durationAvailableChannelAVGAgent performanceAgent performance
Agent ReportTime SheetTime SheetTotal Handling Duration EmailHandle durationAvailableChannelSUMAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Handling Duration EmailHandle durationAvailableChannelAVGAgent performanceAgent performance
Agent ReportTime SheetTime SheetTotal Talking DurationConversation durationAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Talking DurationConversation durationAvailableAny dimension in Agent performanceAVGAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Inbound Voice Talking DurationInbound conversation durationAvailableDirection, ChannelAVGAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Inbound VideoTalking DurationOutbound conversation durationAvailableDirection, ChannelAVGAgent performanceAgent performance
Agent ReportTime SheetTime SheetAvg. Wrap-up DurationWrap-up durationAvailableAny dimension in Agent performanceAVGAgent performanceAgent performance
Agent ReportMetrics DetailVoiceNameAgentAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportMetrics DetailVoiceQueueQueueAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportMetrics DetailVoiceDirectionDirectionAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportMetrics DetailVoiceDistribution Missing    
Agent ReportMetrics DetailVoiceHandledHandledAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceOffers TotalAgent offeredAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceOffers Answered Missing    
Agent ReportMetrics DetailVoiceOffers MissedAgent missedAvailableDirection, ChannelSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceOffers DeclinedAgent declinedAvailableDirection, ChannelSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceCompletedHandledAvailableChannelSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceHold Hang UpHold abandonAvailableChannelSUM  
Agent ReportMetrics DetailVoiceTransferred In Transfer Remodel - not available    
Agent ReportMetrics DetailVoiceTransferred In Within Queue Transfer Remodel - not available    
Agent ReportMetrics DetailVoiceTransferred In Outside Queue Transfer Remodel - not available    
Agent ReportMetrics DetailVoiceTransferred Out Transfer Remodel - not available    
Agent ReportMetrics DetailVoiceTransferred Out Within Queue Transfer Remodel - not available    
Agent ReportMetrics DetailVoiceTransferred Out Of Queue Transfer Remodel - not available    
Agent ReportMetrics DetailVoiceUpgraded to Video Omnichannel Remodel - not available    
Agent ReportMetrics DetailVoice% Offers AnsweredHandledAvailableAny dimension in Agent performance%Agent performanceAgent performance
Agent ReportMetrics DetailVoice% Offers MissedAgent missedAvailableAny dimension in Agent performance%Agent performanceAgent performance
Agent ReportMetrics DetailVoice% Offers DeclinedAgent declineAvailableAny dimension in Agent performance%Agent performanceAgent performance
Agent ReportMetrics DetailVoice% CompletedHandledAvailableAny dimension in Agent performance%Agent performanceAgent performance
Agent ReportMetrics DetailVoice% Transferred OutTransferredAvailableAny dimension in Agent performance%Agent performanceAgent performance
Agent ReportMetrics DetailVoice% Hold Hang UpHold disconnectAbandon RemodelAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceTotal Ring DurationRing durationAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceAvg. Ring DurationRing durationAvailableAny dimension in Agent performanceAVGAgent performanceAgent performance
Agent ReportMetrics DetailVoiceTotal Handling DurationHandle durationAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceAvg. Handling DurationHandle durationAvailableAny dimension in Agent performanceAVGAgent performanceAgent performance
Agent ReportMetrics DetailVoiceTotal Talking DurationConversation durationAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceAvg. Talking DurationConversation durationAvailableAny dimension in Agent performanceAVGAgent performanceAgent performance
Agent ReportMetrics DetailVoiceTotal Hold DurationHold durationAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceAvg. Hold DurationHold durationAvailableAny dimension in Agent performanceAVGAgent performanceAgent performance
Agent ReportMetrics DetailVoiceTotal Wrap-up DurationWrap-up durationAvailableAny dimension in Agent performanceSUMAgent performanceAgent performance
Agent ReportMetrics DetailVoiceAvg. Wrap-up DurationWrap-up durationAvailableAny dimension in Agent performanceAVGAgent performanceAgent performance
Agent ReportStatus HistoryStatus HistoryAgent NameAgentAvailableAny dimension in Agent performanceN/AAgent performanceAgent performance
Agent ReportStatus HistoryStatus HistoryStatusAgent statusAvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportStatus HistoryStatus HistorySub-StatusAgent sub statusAvailableAny dimension in Agent timecardN/AAgent timecardAgent timecard
Agent ReportStatus HistoryStatus HistoryModified byModified byRemoved    
Agent ReportStatus HistoryStatus HistoryStart TimeWork session event start timeAvailableAny dimension in Agent timecardSUMAgent timecardAgent timecard
Agent ReportStatus HistoryStatus HistoryDurationWork session event durationAvailableAny dimension in Agent timecardSUMAgent timecardAgent timecard
Agent ReportOpt-in/out ChangesOpt-in/out ChangesAgent Name Future Release    
Agent ReportOpt-in/out ChangesOpt-in/out ChangesQueue Future Release    
Agent ReportOpt-in/out ChangesOpt-in/out ChangesOpt-in/out Future Release    
Agent ReportOpt-in/out ChangesOpt-in/out ChangesStart Time Future Release    
Agent ReportOpt-in/out ChangesOpt-in/out ChangesDuration Future Release    
Agent ReportOpt-in/out ChangesOpt-in/out ChangesModified by Future Release    
Agent ReportOpt-in/out ChangesOpt-in/out ChangesOpt-out Reason Future Release    
Queue Chart ReportOverviewService LevelService LevelService LevelAvailableDirection = Inbound Queue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportOverviewInbound Engagement Skills CompositionSkills Category Missing    
Queue Chart ReportOverviewInbound Engagement Skills DistributionAvg. Waiting Duration Missing    
Queue Chart ReportOverviewInbound Engagement Skills DistributionAvg. Handling Duration Missing    
Queue Chart ReportOverviewInbound Engagement Skills InsightsWaiting Duration Missing    
Queue Chart ReportOverviewInbound Engagement Skills InsightsHandling Duration Missing    
Queue Chart ReportOverviewInbound Engagement Skills InsightsMatch Rate Missing    
Queue Chart ReportOverviewInbound EngagementsChannelMeasure: Queue Offered
Break down by dimension: Channel		AvailableDirection = InboundSUMQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportOverviewOutbound EngagementsChannelMeasure: Queue Offered
Break down by dimension: Channel		AvailableDirection = InboundSUMQueue Performance/Queue OutboundQueue Performance/Queue Outbound
Queue Chart ReportOverviewInbound Engagement RoutesRoute Map Missing    
Queue Chart ReportOverviewTop 10 AgentsTotal Inbound engagementsAgent OfferedAvailable- Direction = Inbound
- Queue		SUMAgent PerformanceAgent Performance
Queue Chart ReportOverviewTop 10 AgentsTotal completed inbound engagementsInbound handledAvailableQueueSUMAgent PerformanceAgent Performance
Queue Chart ReportOverviewTop 10 AgentsTotal outbound engagementsOutbound handledAvailableQueueSUMAgent PerformanceAgent Performance
Queue Chart ReportOverviewTop 10 AgentsInbound missed callsAgent missedAvailable- Direction = Inbound
- Queue		SUMAgent PerformanceAgent Performance
Queue Chart ReportOverviewTop 10 AgentsInbound declined callsAgent declinedAvailable- Direction = Inbound
- Queue		SUMAgent PerformanceAgent Performance
Queue Chart ReportOverviewTop 10 AgentsAvg. handling durationHandle durationAvailableQueueAVGAgent PerformanceAgent Performance
Queue Chart ReportOverviewTop 10 AgentsTotal opt-out duration Removed SUM  
Queue Chart ReportOverviewTop 10 QueuesTotal completed inbound engagementsInbound handledAvailableDirection = InboundSUMQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportOverviewTop 10 QueuesTotal outbound engagementsOutboundAvailableDirection = OutboundSUMQueue Performance/Queue OutboundQueue Performance/Queue Outbound
Queue Chart ReportOverviewTop 10 QueuesAvg. handling durationHandle durationAvailableAll dimensions in queue performanceAVGQueue PerformanceQueue Performance
Queue Chart ReportOverviewTop 10 QueuesTotal opt-out duration Removed SUM  
Queue Chart ReportOverviewTop 10 SkillsAvg. waiting durationIn-queue wait durationAvailableAll dimensions in queue performanceAVGQueue PerformanceQueue Performance
Queue Chart ReportOverviewTop 10 SkillsAvg. handling durationHandle durationAvailableAll dimensions in queue performanceAVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceService LevelService LevelService LevelAvailableChannel = VoiceN/AQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportVoiceInbound Voice Call Talking DurationInbound Voice Call Talking DurationInbound conversation durationAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceInbound Handling DurationInbound Handling DurationHandle duration (with direction filter)
Or Inbound handle duration		Available- Direction = Inbound
- Channel = Voice		SUMQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportVoiceInbound Live Waiting DurationInbound Live Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Voice		SUMQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportVoiceCallback Waiting DurationCallback Waiting DurationCallback wait durationAvailableChannel = VoiceSUMQueue Performance/Queue CallbackQueue Performance/Queue Callback
Queue Chart ReportVoicePercentage of Callback RequestedPercentage of Callback RequestedCallback requestedMissingChannel = VoiceN/AQueue Performance/Queue CallbackQueue Performance/Queue Callback
Queue Chart ReportVoiceCallback Pending DurationCallback Pending DurationDial durationAvailable SUMQueue CallbackQueue Callback
Queue Chart ReportVoiceInbound Ring DurationInbound Ring DurationMeasure: Ring duration
Group by dimension: Queue		Available- Direction = Inbound
- Channel = Voice		SUMAgent PerformanceAgent Performance
Queue Chart ReportVoiceWrap-Up DurationWrap-Up DurationWrap-up durationAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceInbound Voice CallsAbandon TypesVariousAvailableDirection, ChannelSUM  
Queue Chart ReportVoiceOutbound Voice CallsAn account & queue level settings defining long/short outbound callsThe settings is no longer available in CX Analytics. If customers really need to categorize outbound calls by their duration, consider the upcoming custom measure feature.Removed    
Queue Chart ReportVoiceOutbound Ring DurationOutbound Ring DurationMeasure: Dial duration
Group by dimension: Queue		Available- Direction = Outbound
- Channel = Voice		SUMAgent PerformanceAgent Performance
Queue Chart ReportVoiceInbound Engagement Skills CompositionSkills Missing    
Queue Chart ReportVoiceInbound Engagement Skills DistributionAvg. waiting durationIn-queue wait durationAvailable- Direction = Outbound
- Channel = Voice		AVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceInbound Engagement Skills DistributionAvg. handling durationInbound handle durationAvailableChannel = VoiceAVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueNameQueueAvailableChannel = Voice Queue PerformanceQueue Performance
Queue Chart ReportVoiceQueueService LevelService levelAvailableChannel = Voice Queue PerformanceQueue Performance
Queue Chart ReportVoiceQueueInboundEngagement countAvailable- Direction = Inbound
- Channel = Voice		SUMEngagementEngagement
Queue Chart ReportVoiceQueueOverflowedOverflowAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueAbandonedAbandonedAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueAbandoned ShortShort abandonAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueAbandoned LongLong abandonAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOfferedQueue offeredAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCompletedHandledAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCallbacks RequestedCallback registeredAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCallbacks HandledCallbacks handledAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCallbacks AbandonedCallbacks disconnectedAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCallbacks CanceledCallbacks canceledAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCallbacks TimeoutCallbacks timeoutAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOffers TotalQueue offeredAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOffers InboundQueue offeredAvailable- Direction = Inbound
- Channel = Voice		SUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOffers ACD Removed    
Queue Chart ReportVoiceQueueOffers Non-ACD Removed    
Queue Chart ReportVoiceQueueOffers AnsweredHandledAvailableChannel = VoiceSUMAgent PerformanceAgent Performance
Queue Chart ReportVoiceQueueOffers MissedAgent missedAvailableChannel = VoiceSUMAgent PerformanceAgent Performance
Queue Chart ReportVoiceQueueOffers DeclinedAgent declinedAvailableChannel = VoiceSUMAgent PerformanceAgent Performance
Queue Chart ReportVoiceQueueHandledHandledAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueHandled ACD Removed    
Queue Chart ReportVoiceQueueHandled Non-ACD Removed    
Queue Chart ReportVoiceQueueHold Hang Up Omnichannel RemodelChannelSUM  
Queue Chart ReportVoiceQueueTransferred OutTransfer completedAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueTransferred Out Within Queue Transfer RemodelChannelSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueTransferred Out Of Queue Transfer RemodelChannelSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueTotal Transferred InQueue offeredAvailable- Channel = Voice
- Origin method = Transfer to Agent & Transfer to Queue		SUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueTotal Transferred in to AgentQueue offeredAvailable- Channel = Voice
- Origin method = Transfer to Agent		SUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueTotal Transferred in to QueueQueue offeredAvailable- Channel = Voice
- Origin method = Transfer to Queue		SUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueUpgraded to Video Call Omnichannel RemodelChannelSUMQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueInbound Avg. Handling DurationInbound handle durationAvailableChannel = VoiceAVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueInbound Max. Handling DurationInbound handle durationAvailableChannel = VoiceMAXQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueInbound Avg. Talking DurationInbound conversation durationAvailableChannel = VoiceAVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueInbound Max. Talking DurationInbound conversation durationAvailableChannel = VoiceMAXQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueInbound Avg. Live Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Voice		AVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueInbound Max. Live Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Voice		MAXQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCallback Avg. Waiting DurationCallback wait durationAvailableChannel = VoiceAVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCallback Max. Waiting DurationCallback wait durationAvailableChannel = VoiceMAXQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueCallback Avg. Pending DurationDial durationAvailableChannel = VoiceAVGQueue CallbackQueue Callback
Queue Chart ReportVoiceQueueCallback Max. Pending DurationDial durationAvailableChannel = VoiceMAXQueue CallbackQueue Callback
Queue Chart ReportVoiceQueueInbound Avg. Ring DurationMeasure: Ring duration
Group by dimension: Queue		Available- Direction = Inbound
- Channel = Voice		AVGAgent PerformanceAgent Performance
Queue Chart ReportVoiceQueueInbound Max. Ring DurationMeasure: Ring duration
Group by dimension: Queue		Available- Direction = Inbound
- Channel = Voice		MAXAgent PerformanceAgent Performance
Queue Chart ReportVoiceQueueInbound Avg. Wrap-up DurationInbound wrap-up durationAvailableChannel = VoiceAVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueInbound Max. Wrap-up DurationInbound wrap-up durationAvailableChannel = VoiceMAXQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueTotal Outbound CallsEngagement countAvailable- Direction = Outbound
- Channel = Voice		SUMEngagementEngagement
Queue Chart ReportVoiceQueueLong Outbound Calls Removed    
Queue Chart ReportVoiceQueueShort Outbound Calls Removed    
Queue Chart ReportVoiceQueueHang-up Outbound Calls Removed    
Queue Chart ReportVoiceQueueOutbound Avg. Ring DurationMeasure: Ring duration
Group by dimension: Queue		Available- Direction = Outbound
- Channel = Voice		AVGAgent PerformanceAgent Performance
Queue Chart ReportVoiceQueueOutbound Max. Ring DurationMeasure: Ring duration
Group by dimension: Queue		Available- Direction = Outbound
- Channel = Voice		MAXAgent PerformanceAgent Performance
Queue Chart ReportVoiceQueueOutbound Avg. Handling DurationOutbound handle durationAvailableChannel = VoiceAVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOutbound Max. Handling DurationOutbound handle durationAvailableChannel = VoiceMAXQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOutbound Avg. Talking DurationOutbound conversation durationAvailableChannel = VoiceAVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOutbound Max. Talking DurationOutbound conversation durationAvailableChannel = VoiceMAXQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOutbound Avg. Live Waiting DurationIn-queue wait durationAvailable- Direction = Outbound
- Channel = Voice		AVGQueue PerformanceQueue Performance
Queue Chart ReportVoiceQueueOutbound Max. Live Waiting DurationIn-queue wait durationAvailable- Direction = Outbound
- Channel = Voice		MAXQueue PerformanceQueue Performance
Queue Chart ReportVideoService LevelService LevelService LevelAvailableChannel = VideoN/AQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportVideoVideo Call Talking DurationVideo Call Talking DurationConversation durationAvailableChannel = VideoSUMQueue PerformanceQueue Performance
Queue Chart ReportVideoInbound Live Waiting DurationInbound Live Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Video		SUMQueue PerformanceQueue Performance
Queue Chart ReportVideoInbound Ring DurationInbound Ring DurationMeasure: Ring duration
Group by dimension: Queue		Available- Direction = Inbound
- Channel = Video		SUMAgent PerformanceAgent Performance
Queue Chart ReportVideoWrap-Up DurationWrap-Up DurationWrap-up durationAvailableChannel = VideoSUMQueue PerformanceQueue Performance
Queue Chart ReportVideoInbound Video CallsVideo Call Types Abandon Remodel    
Queue Chart ReportVideoInbound Engagement Skills Composition  Missing    
Queue Chart ReportVideoInbound Engagement Skills DistributionAvg. waiting durationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Video		AVGQueue PerformanceQueue Performance
Queue Chart ReportVideoInbound Engagement Skills DistributionAvg. handling durationInbound handle durationAvailableChannel = VideoAVGQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueNameQueueAvailableChannel = VideoN/AQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueService LevelService LevelAvailableChannel = VideoN/AQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueInboundEngagement countAvailable- Direction = Inbound
- Channel = Video		SUMEngagementEngagement
Queue Chart ReportVideoQueueTotal Completed CallsHandledAvailableChannel = VideoSUMQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueShort-Abandoned CallsShort abandonAvailableChannel = VideoSUMQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueLong-Abandoned CallsLong abandonAvailableChannel = VideoSUMQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueHold-Abandoned Calls Abandon RemodelChannel SUM  
Queue Chart ReportVideoQueueTotal Missed CallsAgent missedAvailableChannel = VideoSUMAgent PerformanceAgent Performance
Queue Chart ReportVideoQueueTotal Declined CallsAgent declinedAvailableChannel = VideoSUMAgent PerformanceAgent Performance
Queue Chart ReportVideoQueueTotal OverflowedOverflowAvailableChannel = VideoSUMQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueTotal Transferred InQueue offeredAvailable- Channel = Video
- Origin method = Transfer to Agent & Transfer to Queue		SUMQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueTotal Transferred OutTransfer completedAvailableChannel = VideoSUMQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueAvg. Inbound Video Talking DurationInbound conversation durationAvailableChannel = VideoAVGQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueLongest Call Talking DurationConversation durationAvailableChannel = VideoMAXQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueShortest Call Talking DurationConversation durationAvailableChannel = VideoMINQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueAvg. Live Waiting DurationIn-queue wait durationAvailableChannel = VideoAVGQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueLongest Live Waiting DurationIn-queue wait durationAvailableChannel MAXQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueShortest Live Waiting DurationIn-queue wait durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueAvg. Ring DurationMeasure: Ring duration
Group by dimension: Queue		AvailableChannel = VideoAVGAgent PerformanceAgent Performance
Queue Chart ReportVideoQueueLongest Ring DurationMeasure: Ring duration
Group by dimension: Queue		AvailableChannel = VideoMAXAgent PerformanceAgent Performance
Queue Chart ReportVideoQueueShortest Ring DurationMeasure: Ring duration
Group by dimension: Queue		AvailableChannel = VideoMINAgent PerformanceAgent Performance
Queue Chart ReportVideoQueueAvg. Call Wrap-up DurationWrap-up durationAvailableChannel = VideoAVGQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueLongest Call Wrap-up DurationWrap-up durationAvailableChannel = VideoMAXQueue PerformanceQueue Performance
Queue Chart ReportVideoQueueShortest Call Wrap-up DurationWrap-up durationAvailableChannel = VideoMINQueue PerformanceQueue Performance
Queue Chart ReportMessagingService LevelService LevelService LevelAvailableChannel = MessagingN/AQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportMessagingAgent First Message DelayAgent First Message DelayAgent first response durationAvailableChannel = MessagingN/AAgent PerformanceAgent Performance
Queue Chart ReportMessagingInbound Messaging DurationInbound Messaging DurationInbound conversation durationAvailableChannel = MessagingSUMQueue PerformanceQueue Performance
Queue Chart ReportMessagingInbound Waiting DurationInbound Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Messaging		SUMQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportMessagingInbound Messaging EngagementsTypesEngagement countAvailable- Direction = Inbound
- Channel = Messaging		SUMEngagementEngagement
Queue Chart ReportMessagingOutbound Messaging EngagementsTypesEngagement countAvailable- Direction = Outbound
- Channel = Messaging		SUMEngagementEngagement
Queue Chart ReportMessagingInbound Engagement Skills Composition  Missing    
Queue Chart ReportMessagingInbound Engagement Skills DistributionAvg. waiting durationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Messaging		AVGQueue PerformanceQueue Performance
Queue Chart ReportMessagingInbound Engagement Skills DistributionAvg. handling durationInbound Handle durationAvailableChannel = MessagingAVGQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueNameQueueAvailableChannel = MessagingN/AQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueSourceSourceAvailableChannel = MessagingN/AQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueService LevelService LevelAvailableChannel = MessagingN/AQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueInboundEngagement countAvailable- Direction = Inbound
- Channel = Messaging		SUMEngagementEngagement
Queue Chart ReportMessagingQueueTotal CompletedHandledAvailableChannel = MessagingSUMQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueTotal OverflowedOverflowedAvailableChannel = MessagingSUMQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueTotal Abandoned QuitAbandonedAvailableChannel = MessagingSUMQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueTotal Auto-ClosedAuto close disconnectAvailableChannel = MessagingSUMQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueTotal Transferred InQueue offeredAvailable- Channel = Messaging
- Origin method = Transfer to Agent & Transfer to Queue		SUMQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueTotal Transferred OutTransfer completedAvailableChannel = MessagingSUMQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueTotal Released MissingQueueSUM  
Queue Chart ReportMessagingQueueTotal MissedAgent missedAvailableChannel = MessagingSUMAgent PerformanceAgent Performance
Queue Chart ReportMessagingQueueTotal DeclinedAgent declinedAvailableChannel = MessagingSUMAgent PerformanceAgent Performance
Queue Chart ReportMessagingQueueInbound Engagement Total Messages SentMeasure: Agent messages sent
Group by dimension: Queue		Available- Direction = Inbound
- Channel = Messaging		SUMAgent PerformanceAgent Performance
Queue Chart ReportMessagingQueueInbound Engagement Avg. Messages SentMeasure: Agent messages sent
Group by dimension: Queue		Available- Direction = Inbound
- Channel = Messaging		AVGAgent PerformanceAgent Performance
Queue Chart ReportMessagingQueueUpgraded to Voice Call Omnichannel RemodelChannelSUM  
Queue Chart ReportMessagingQueueUpgraded to Video Call Omnichannel RemodelChannelSUM  
Queue Chart ReportMessagingQueueInbound Avg. Messaging DurationInbound conversation durationAvailableChannel = MessagingAVGQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueInbound Shortest Messaging DurationInbound conversation durationAvailableChannel = MessagingMINQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueInbound Longest Messaging DurationInbound conversation durationAvailableChannel = MessagingMAXQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueInbound Avg. Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Messaging		AVGQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueInbound Shortest Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Messaging		MINQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueInbound Longest Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Messaging		MAXQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueAvg. Agent First Message DelayAgent first response durationAvailableChannel = MessagingAVGAgent PerformanceAgent Performance
Queue Chart ReportMessagingQueueShortest Agent First Message DelayAgent first response durationAvailableChannel = MessagingMINAgent PerformanceAgent Performance
Queue Chart ReportMessagingQueueLongest Agent First Message DelayAgent first response durationAvailableChannel = MessagingMAXAgent PerformanceAgent Performance
Queue Chart ReportMessagingQueueTotal Outbound EngagementsEngagement countAvailable- Direction = Outbound
- Channel = Messaging		SUMEngagementEngagement
Queue Chart ReportMessagingQueueOutbound Engagement Messages Sent by AgentMeasure: Agent messages sent
Group by dimension: Queue		Available- Direction = Outbound
- Channel = Messaging		AVGAgent PerformanceAgent Performance
Queue Chart ReportMessagingQueueOutbound Engagement Messages Received by Agent MissingQueueSUM  
Queue Chart ReportMessagingQueueOutbound Avg. Messaging DurationOutbound conversation durationAvailableChannel = MessagingAVGQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueOutbound Shortest Messaging DurationOutbound conversation durationAvailableChannel = MessagingMINQueue PerformanceQueue Performance
Queue Chart ReportMessagingQueueOutbound Longest Messaging DurationOutbound conversation durationAvailableChannel = MessagingMAXQueue PerformanceQueue Performance
Queue Chart ReportEmailService LevelService LevelService LevelAvailableChannel = EmailN/AQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportEmailInbound Waiting DurationInbound Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Email		SUMQueue Performance/Queue InboundQueue Performance/Queue Inbound
Queue Chart ReportEmailInbound Messaging DurationInbound Messaging DurationInbound conversation durationAvailableChannel = EmailSUMQueue PerformanceQueue Performance
Queue Chart ReportEmailAgent First Reply DelayAgent First Reply DelayAgent first response durationAvailableChannel = EmailSUMAgent PerformanceAgent Performance
Queue Chart ReportEmailInbound Waiting DurationInbound Inactive Duration Missing    
Queue Chart ReportEmailInbound Active DurationAgent Reply DelayAgent first response durationAvailableChannel = EmailSUMAgent PerformanceAgent Performance
Queue Chart ReportEmailInbound Email EngagementsInbound Email EngagementsEngagement countAvailable- Direction = Inbound
- Channel = Email		SUMEngagementEngagement
Queue Chart ReportEmailInbound Engagement Skills CompositionSkills Missing    
Queue Chart ReportEmailInbound Engagement Skills DistributionAvg. waiting durationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Email		AVGQueue PerformanceQueue Performance
Queue Chart ReportEmailInbound Engagement Skills DistributionAvg. handling durationInbound Handle durationAvailable- Direction = Inbound
- Channel = Email		AVGQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueNameQueueAvailableChannel = EmailN/AQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueService LevelService LevelAvailableChannel = EmailN/AQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueInboundEngagement countAvailable- Direction = Inbound
- Channel = Email		SUMEngagementEngagement
Queue Chart ReportEmailQueueOverflowedOverflowAvailableChannel = EmailSUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueAuto-ClosedAuto close disconnectAvailableChannel = EmailSUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueOfferedQueue offeredAvailableChannel = EmailSUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueCompletedHandledAvailableChannel = EmailSUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueTotal Released MissingQueueSUM  
Queue Chart ReportEmailQueueOffers TotalQueue offeredAvailableChannel = EmailSUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueOffers ACD Removed    
Queue Chart ReportEmailQueueOffers Non-ACD Removed    
Queue Chart ReportEmailQueueOffers AnsweredHandledAvailableChannel = EmailSUMAgent PerformanceAgent Performance
Queue Chart ReportEmailQueueOffers MissedAgent missedAvailableChannel = EmailSUMAgent PerformanceAgent Performance
Queue Chart ReportEmailQueueOffers DeclinedAgent declinedAvailableChannel = EmailSUMAgent PerformanceAgent Performance
Queue Chart ReportEmailQueueHandledHandledAvailableChannel = EmailSUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueTransferred outTransfer completedAvailableChannel = EmailSUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueTransferred Out Within Queue Transfer Remodel - not available    
Queue Chart ReportEmailQueueTransferred Out Of Queue Transfer Remodel - not available    
Queue Chart ReportEmailQueueTransferred InQueue offeredAvailable- Channel = Email
- Origin method = Transfer to Agent & Transfer to Queue		SUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueTransferred in to AgentQueue offeredAvailable- Channel = Email
- Origin method = Transfer to Agent		SUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueTransferred in to QueueQueue offeredAvailable- Channel = Email
- Origin method = Transfer to Queue		SUMQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueInbound Avg. Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Email		AVGQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueInbound Max Waiting DurationIn-queue wait durationAvailable- Direction = Inbound
- Channel = Email		MAXQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueAvg. Agent First Reply DelayAgent first response durationAvailableChannel = EmailAVGAgent PerformanceAgent Performance
Queue Chart ReportEmailQueueMax. Agent First Reply DelayAgent first response durationAvailableChannel = EmailMAXAgent PerformanceAgent Performance
Queue Chart ReportEmailQueueInbound Avg. Messaging DurationInbound conversation durationAvailableChannel = EmailAVGQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueInbound Max. Messaging DurationInbound conversation durationAvailableChannel = EmailMAXQueue PerformanceQueue Performance
Queue Chart ReportEmailQueueInbound Avg. Inactive Duration Removed    
Queue Chart ReportEmailQueueInbound Max. Inactive Duration Removed    
Queue Chart ReportEmailQueueAvg. Agent Reply Delay Missing    
Queue Chart ReportEmailQueueAvg. Agent Reply Delay Missing    
Queue Chart ReportEmailQueueOutboundEngagement countAvailable- Direction = Outbound
- Channel = Email		SUMEngagementEngagement
Queue Chart ReportEmailQueueOutbound Avg. Messaging DurationOutbound conversation durationAvailableChannel = EmailAVGQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceEngagement IDEngagement IDAvailableChannel= VoiceN/AEngagementQueue Performance
Queue Detail ReportVoiceVoiceDirectionDirectionAvailableChannel= VoiceN/AQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceStart TimeEngagement start timeAvailableChannel= VoiceN/AQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceConsumerANIAvailableChannel= VoiceN/AEngagementEngagement
Queue Detail ReportVoiceVoiceCountryTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceAgentAgentAvailableChannel= VoiceN/AQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceQueueQueueAvailableChannel= VoiceN/AQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceResultTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceDialed NumberDNISAvailableChannel= VoiceN/AEngagementEngagement
Queue Detail ReportVoiceVoiceTotal DurationEngagement durationAvailableChannel= VoiceSUMEngagementEngagement
Queue Detail ReportVoiceVoiceLive Waiting DurationIn-queue wait durationAvailableChannel= VoiceSUMQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceConsumer Waiting DurationIn-queue wait durationAvailableChannel= VoiceSUMQueue PerformanceQueue Performance
Queue Detail ReportVoiceVoiceCallback Waiting DurationCallback wait durationAvailableChannel= VoiceSUMQueue Performance/Queue CallbackQueue Performance/Queue Callback
Queue Detail ReportVoiceVoiceCallback Pending DurationCallback pending durationAvailableChannel= VoiceSUMQueue CallbackQueue Callback
Queue Detail ReportVoiceVoiceRing DurationRing durationAvailableChannel= VoiceSUMAgent PerformanceAgent Performance
Queue Detail ReportVoiceVoiceHandling DurationHandling durationAvailableChannel= VoiceSUMAgent PerformanceAgent Performance
Queue Detail ReportVoiceVoiceTalking DurationConversation durationAvailableChannel= VoiceSUMAgent PerformanceAgent Performance
Queue Detail ReportVoiceVoiceHold DurationHold durationAvailableChannel= VoiceSUMAgent PerformanceAgent Performance
Queue Detail ReportVoiceVoiceWrap-up DurationWrap-up durationAvailableChannel= VoiceSUMAgent PerformanceAgent Performance
Queue Detail ReportVoiceVoiceDispositionDispositionAvailableChannel= VoiceSUMDispositionDisposition
Queue Detail ReportVoiceVoiceFlow NameFlowAvailableChannel= VoiceN/AFlow PerformanceFlow Performance
Queue Detail ReportVoiceVoiceFlow VersionFlow versionAvailableChannel= VoiceN/AFlow PerformanceFlow Performance
Queue Detail ReportVoiceVoiceFlow DurationFlow durationAvailableChannel= VoiceAVGFlow PerformanceFlow Performance
Queue Detail ReportVoiceVoiceWaiting TypeTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoEngagement IDEngagement IDAvailableChannel= VideoN/AEngagementQueue Performance
Queue Detail ReportVideoVideoDirectionDirectionAvailableChannel= VideoN/AQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoStart TimeEngagement start timeAvailableChannel= VideoN/AQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoConsumerANIAvailableChannel= VideoN/AEngagementEngagement
Queue Detail ReportVideoVideoAgentAgentAvailableChannel= VideoN/AQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoQueueQueueAvailableChannel= VideoN/AQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoResultTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoCampaign NameTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoCampaign TagTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoDialed NumberDNISAvailableChannel= VideoN/AEngagementEngagement
Queue Detail ReportVideoVideoTotal DurationEngagement durationAvailableChannel= VideoSUMEngagementEngagement
Queue Detail ReportVideoVideoLive Waiting DurationIn-queue wait durationAvailableChannel= VideoSUMQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoConsumer Waiting DurationIn-queue wait durationAvailableChannel= VideoSUMQueue PerformanceQueue Performance
Queue Detail ReportVideoVideoRing DurationRing durationAvailableChannel= VideoSUMAgent PerformanceAgent Performance
Queue Detail ReportVideoVideoTalking DurationConversation durationAvailableChannel= VideoSUMAgent PerformanceAgent Performance
Queue Detail ReportVideoVideoHold DurationHold durationAvailableChannel= VideoSUMAgent PerformanceAgent Performance
Queue Detail ReportVideoVideoWrap-up DurationWrap-up durationAvailableChannel= VideoSUMAgent PerformanceAgent Performance
Queue Detail ReportVideoVideoDispositionDispositionAvailableChannel= VideoSUMDispositionDisposition
Queue Detail ReportVideoVideoFlow NameFlowAvailableChannel= VideoN/AFlow PerformanceFlow Performance
Queue Detail ReportVideoVideoFlow VersionFlow versionAvailableChannel= VideoN/AFlow PerformanceFlow Performance
Queue Detail ReportVideoVideoFlow DurationFlow durationAvailableChannel= VideoAVGFlow PerformanceFlow Performance
Queue Detail ReportVideoVideoLast WidgetDestinationAvailableChannel= VideoN/AFlow PerformanceFlow Performance
Queue Detail ReportMessagingMessagingEngagement IDEngagement IDAvailableChannel= MessagingN/AEngagementQueue Performance
Queue Detail ReportMessagingMessagingDirectionDirectionAvailableChannel= MessagingN/AQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingSourceSource NameAvailableChannel= MessagingN/AQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingStart TimeEngagement start timeAvailableChannel= MessagingN/AQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingConsumerANIAvailableChannel= MessagingN/AEngagementEngagement
Queue Detail ReportMessagingMessagingAgentAgentAvailableChannel= MessagingN/AQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingQueueQueueAvailableChannel= MessagingN/AQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingResultTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingCampaign NameTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingCampaign TagTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingTotal DurationEngagement durationAvailableChannel= MessagingSUMEngagementEngagement
Queue Detail ReportMessagingMessagingWaiting DurationIn-queue wait durationAvailableChannel= MessagingSUMQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingConsumer Waiting DurationIn-queue wait durationAvailableChannel= MessagingSUMQueue PerformanceQueue Performance
Queue Detail ReportMessagingMessagingMessaging DurationConversation durationAvailableChannel= MessagingSUMAgent PerformanceAgent Performance
Queue Detail ReportMessagingMessagingAgent First Message DelayAgent first response durationAvailableChannel= MessagingSUMAgent PerformanceAgent Performance
Queue Detail ReportMessagingMessagingDispositionDispositionAvailableChannel= MessagingSUMDispositionDisposition
Queue Detail ReportMessagingMessagingFlow NameFlowAvailableChannel= MessagingN/AFlow PerformanceFlow Performance
Queue Detail ReportMessagingMessagingFlow VersionFlow versionAvailableChannel= MessagingN/AFlow PerformanceFlow Performance
Queue Detail ReportMessagingMessagingFlow DurationFlow durationAvailableChannel= MessagingAVGFlow PerformanceFlow Performance
Queue Detail ReportMessagingMessagingLast WidgetDestinationAvailableChannel= MessagingN/AFlow PerformanceFlow Performance
Queue Detail ReportMessagingMessagingRequired Skills/ProficiencyTBDFuture ReleaseChannel= EmailN/AN/AN/A
Queue Detail ReportMessagingMessagingOptional Skills/ProficiencyTBDFuture ReleaseChannel= EmailN/AN/AN/A
Queue Detail ReportMessagingMessagingAgents Skills/ProficiencyTBDFuture ReleaseChannel= EmailN/AN/AN/A
Queue Detail ReportEmailEmailEngagement IDEngagement IDAvailableChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportEmailEmailDirectionDirectionAvailableChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportEmailEmailStart TimeEngagement start timeAvailableChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportEmailEmailConsumerANIAvailableChannel= EmailN/AEngagementEngagement
Queue Detail ReportEmailEmailAgentAgentAvailableChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportEmailEmailQueueQueueAvailableChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportEmailEmailResultTBDFuture ReleaseChannel= EmailN/AQueue PerformanceQueue Performance
Queue Detail ReportEmailEmailTotal DurationEngagement durationAvailableChannel= EmailSUMEngagementEngagement
Queue Detail ReportEmailEmailWaiting DurationIn-queue wait durationAvailableChannel= EmailSUMQueue PerformanceQueue Performance
Queue Detail ReportEmailEmailAgent First Reply DelayAgent first response durationAvailableChannel= EmailSUMAgent PerformanceAgent Performance
Queue Detail ReportEmailEmailMessaging DurationConversation durationAvailableChannel= EmailSUMAgent PerformanceAgent Performance
Queue Detail ReportEmailEmailInactive Duration RemovedN/AN/AN/AN/A
Queue Detail ReportEmailEmailAgent Reply Duration RemovedN/AN/AN/AN/A
Queue Detail ReportEmailEmailDispositionDispositionAvailableChannel= EmailSUMDispositionDisposition
Queue Detail ReportEmailEmailFlow NameFlowAvailableChannel= EmailN/AFlow PerformanceFlow Performance
Queue Detail ReportEmailEmailFlow VersionFlow versionAvailableChannel= EmailN/AFlow PerformanceFlow Performance
Queue Detail ReportEmailEmailFlow DurationFlow durationAvailableChannel= EmailAVGFlow PerformanceFlow Performance
Queue Detail ReportEmailEmailLast WidgetDestinationAvailableChannel= EmailN/AFlow PerformanceFlow Performance
Queue Detail ReportEmailEmailRequired Skills/ProficiencyTBDFuture ReleaseChannel= EmailN/AN/AN/A
Queue Detail ReportEmailEmailOptional Skills/ProficiencyTBDFuture ReleaseChannel= EmailN/AN/AN/A
Queue Detail ReportEmailEmailAgents Skills/ProficiencyTBDFuture ReleaseChannel= EmailN/AN/AN/A
Interval ReportQueueVoiceQueue NameQueueAvailableChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueVoiceDate IntervalIntervalAvailableN/AN/AN/AN/A
Interval ReportQueueVoiceTime IntervalIntervalAvailableN/AN/AN/AN/A
Interval ReportQueueVoiceService LevelService levelAvailableDirection, ChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueVoiceInboundEngagement countAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVoiceTotal Completed CallsHandledAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVoiceShort-Abandoned CallsShort abandonAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVoiceLong-Abandoned CallsLong abandonAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVoiceHold-Abandoned Calls AvailableChannelSUMAgent PerformanceAgent Performance
Interval ReportQueueVoiceTotal Callback RequestedCallback registeredAvailableChannelSUMAgent PerformanceAgent Performance
Interval ReportQueueVoiceTotal Missed CallsAgent missedAvailableChannelSUMAgent PerformanceAgent Performance
Interval ReportQueueVoiceTotal Declined CallsAgent declinedAvailableChannelSUMAgent PerformanceAgent Performance
Interval ReportQueueVoiceTotal OverflowedOverflowAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVoiceTotal Transferred InTBDFuture ReleaseChannelSUMN/AN/A
Interval ReportQueueVoiceTotal Transferrred OutTBDFuture ReleaseChannelSUMN/AN/A
Interval ReportQueueVoiceUpgraded to Video CallTBDFuture ReleaseChannelSUMN/AN/A
Interval ReportQueueVoiceAvg. Handling DurationHandle durationAvailableChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVoiceLongest Handling DurationHandle durationAvailableChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVoiceShortest Handling DurationHandle durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVoiceAvg. Inbound Voice Talking DurationConversation durationAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVoiceInbound Longest Call Talking DurationConversation durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVoiceInbound Shortest Call Talking DurationConversation durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVoiceAvg. Live Waiting DurationIn-queue wait durationAvailableChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVoiceShortest Live Waiting DurationIn-queue wait durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVoiceLongest Live Waiting DurationIn-queue wait durationAvailableChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVoiceAvg. Callback Waiting DurationCallback wait durationAvailableChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVoiceShortest Callback Waiting DurationCallback wait durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVoiceLongest Callback Waiting DurationCallback wait durationAvailableChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVoiceAvg. Callback Pending DurationCallback pending durationAvailableChannelAVG Queue PerformanceQueue Performance
Interval ReportQueueVoiceShortest Callback Pending DurationCallback pending durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVoiceLongest Callback Pending DurationCallback pending durationAvailableChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVoiceAvg. Ring DurationRing durationAvailableChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVoiceLongest Ring DurationRing durationAvailableChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVoiceShortest Ring DurationRing durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVoiceInbound Avg. Wrap-up DurationWrap-up durationAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVoiceInbound Longest Call Wrap-up DurationWrap-up durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVoiceInbound Shortest Call Wrap-up DurationWrap-up durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVoiceTotal Outbound CallsOutboundAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVoiceHang-up Outbound Calls Abandon RemodelDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVoiceShort Outbound CallsHandle durationAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVoiceLong Outbound CallsHandle durationAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVideoQueue NameQueueAvailableChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueVideoDate IntervalIntervalAvailableN/AN/AN/AN/A
Interval ReportQueueVideoTime IntervalIntervalAvailableN/AN/AN/AN/A
Interval ReportQueueVideoService LevelService LevelAvailableDirection, ChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueVideoInboundEngagement countAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVideoTotal Completed CallsHandledAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVideoShort-Abandoned CallsShort abandonsAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVideoLong-Abandoned CallsLong abandonsAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVideoTotal Missed CallsAgent missedAvailableChannelSUMAgent PerformanceAgent Performance
Interval ReportQueueVideoTotal Declined CallsAgent declinedAvailableChannelSUMAgent PerformanceAgent Performance
Interval ReportQueueVideoTotal OverflowedOverflowAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueVideoTotal Transferred InTBDFuture ReleaseChannelSUMN/AN/A
Interval ReportQueueVideoTotal Transferred OutTBDFuture ReleaseChannelSUMN/AN/A
Interval ReportQueueVideoAvg. Inbound Video Talking DurationConversation durationAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVideoLongest Call Talking DurationConversation durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVideoShortest Call Talking DurationConversation durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVideoAvg. Live Waiting DurationIn Queue Wait TimeAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVideoShortest Live Waiting DurationWait durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVideoLongest Live Waiting DurationWait durationAvailableChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVideoAvg. Ring DurationRing DurationAvailableChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVideoLongest Ring DurationRing DurationAvailableChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVideoShortest Ring DurationRing DurationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueVideoAvg. Call Wrap-up DurationWrap-up durationAvailableChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueVideoLongest Call Wrap-up DurationWrap-up durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueVideoShortest Call Wrap-up DurationWrap-up durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueMessagingQueue NameQueueAvailableChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueMessagingDate IntervalGeneral dimensionAvailableN/AN/AN/AN/A
Interval ReportQueueMessagingTime IntervalGeneral dimensionAvailableN/AN/AN/AN/A
Interval ReportQueueMessagingSourceSourceAvailableChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueMessagingService LevelService LevelAvailableDirection, ChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal Inbound engagementsEngagement countAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal CompletedHandledAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal OverflowedOverflowAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal Abandon Quit RemovedChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal Auto-Closed Abandon RemodelChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal Transferred OutVariousTransfersChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal Released RemovedChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal MissedAgent missedAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal DeclinedAgent declinedAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingInbound Engagement Total Messages SentTBDFuture ReleaseChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingInbound Engagement Avg. Messages SentTBDFuture ReleaseChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingUpgraded to VoiceTBDFuture ReleaseChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingUpgraded to VideoTBDFuture ReleaseChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingInbound Avg. Messaging DurationConversation durationAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueMessagingInbound Shortest Messaging DurationConversation durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueMessagingInbound Longest Messaging DurationConversation durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueMessagingInbound Avg. Waiting DurationIn-queue wait durationAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueMessagingInbound Shortest Waiting DurationIn-queue wait durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueMessagingInbound Longest Waiting DurationIn-queue wait durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueMessagingAvg. Agent First Message DelayAgent first response durationAvailableChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueMessagingShortest Agent First Message DelayAgent first response durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueMessagingLongest Agent First Message DelayAgent first response durationAvailableChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueMessagingTotal Outbound EngagementsOutboundAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingOutbound Engagement Messages Sent by AgentAgent messages sentAvailableDirection, ChannelSUMAgent PerformanceAgent Performance
Interval ReportQueueMessagingOutbound Engagement Messages Received by AgentTBDFuture ReleaseChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueMessagingOutbound Avg. Messaging DurationConversation durationAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueMessagingOutbound Shortest Messaging DurationConversation durationAvailableDirection, ChannelMINQueue PerformanceQueue Performance
Interval ReportQueueMessagingOutbound Longest Messaging DurationConversation durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueEmailQueue NameQueueAvailableChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueEmailDate IntervalGeneral dimensionAvailableN/AN/AQueue PerformanceQueue Performance
Interval ReportQueueEmailTime IntervalGeneral dimensionAvailableN/AN/AQueue PerformanceQueue Performance
Interval ReportQueueEmailService LevelService LevelAvailableDirection, ChannelN/AQueue PerformanceQueue Performance
Interval ReportQueueEmailHandledHandledAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailInboundEngagement countAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailOverflowedOverflowAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailOfferedQueue offeredAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailTotal ReleasedTBDFuture ReleaseChannelSUMN/AN/A
Interval ReportQueueEmailCompletedHandledAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailAuto-ClosedAuto close disconnectAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailOffers TotalQueue offeredAvailableChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailOffers ACD RemovedN/AN/AN/AN/A
Interval ReportQueueEmailOffers Non-ACD RemovedN/AN/AN/AN/A
Interval ReportQueueEmailOffers MissedAgent missedAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailOffers DeclinedAgent declinedAvailableDirection, ChannelSUMQueue PerformanceQueue Performance
Interval ReportQueueEmailTransferred In RemovedN/AN/AN/AN/A
Interval ReportQueueEmailTransferred in to Agent RemovedN/AN/AN/AN/A
Interval ReportQueueEmailTransferred in to Queue RemovedN/AN/AN/AN/A
Interval ReportQueueEmailTransferred out RemovedN/AN/AN/AN/A
Interval ReportQueueEmailTransferred Out Within Queue RemovedN/AN/AN/AN/A
Interval ReportQueueEmailTransferred Out Of Queue RemovedN/AN/AN/AN/A
Interval ReportQueueEmailInbound Avg. Waiting DurationWaiting durationAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueEmailInbound Max. Waiting DurationWaiting durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueEmailAvg. Agent First Reply DelayAgent first response durationAvailableChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueEmailMax. Agent First Reply DelayAgent first response durationAvailableChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueEmailInbound Avg. Messaging DurationConversation durationAvailableDirection, ChannelAVGQueue PerformanceQueue Performance
Interval ReportQueueEmailInbound Max. Messaging DurationConversation durationAvailableDirection, ChannelMAXQueue PerformanceQueue Performance
Interval ReportQueueEmailAvg. Agent Reply DelayTBDFuture ReleaseChannelAVGN/AN/A
Interval ReportQueueEmailMax. Agent Reply DelayTBDFuture ReleaseChannelMAXN/AN/A
Interval ReportQueueEmailInbound Avg. Inactive Duration RemovedN/AN/AN/AN/A
Interval ReportQueueEmailInbound Max. Inactive Duration RemovedN/AN/AN/AN/A
Flow Chart ReportVoiceAll FlowsFlow OutcomesTBDFuture ReleaseChannel = Voice Flow PerformanceFlow Performance
Flow Chart ReportVoiceAvg. Duration in FlowAvg. Duration in FlowFlow durationAvailableChannel = VoiceAVGFlow PerformanceFlow Performance
Flow Chart ReportVoiceRoutingRouting Types MissingChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlow Outcome TypesFlow OutcomesFlow PerformanceFlow PerformanceChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceInbound Engagement Skills Composition Flow PerformanceFlow PerformanceChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceInbound Engagement Skills DistributionAvg. waiting durationIn-queue wait durationAvailableChannel = VoiceAVGQueue PerformanceQueue Performance
Flow Chart ReportVoiceInbound Engagement Skills DistributionAvg. handling durationHandle durationAvailableChannel = VoiceN/AQueue PerformanceQueue Performance
Flow Chart ReportVoiceFlowsNameFlowAvailableChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsVersionFlow versionAvailableChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsEngagementsEngagement IDAvailableChannel = VoiceSUMFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsEntry PointFlow entry pointAvailableChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsAvg. Duration in FlowFlow durationAvailableChannel = VoiceAVGFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsLongest Duration in FlowFlow durationAvailableChannel = VoiceMAXFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsContainment RateTBDFuture ReleaseChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsFlow Completed RateTBDFuture ReleaseChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsAbandonment RateTBDFuture ReleaseChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsInbox RateTBDFuture ReleaseChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsUpgrade RateFlow upgraded (%)AvailableChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsExternal Transfer RateTBDFuture ReleaseChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Chart ReportVoiceFlowsOtherTBDFuture ReleaseChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Detail ReportVoiceVoiceFlow NameFlowAvailableChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Detail ReportVoiceVoiceEntry PointFlow versionAvailableChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Detail ReportVoiceVoiceFlow OutcomeDestinationAvailableChannel = VoiceN/AFlow PerformanceFlow Performance
Flow Detail ReportVoiceVoiceEngagementsFlow offeredAvailableChannel = VoiceSUMFlow PerformanceFlow Performance
Flow Detail ReportVoiceVoiceAvg. Duration in FlowFlow durationAvailableChannel = VoiceAVGFlow PerformanceFlow Performance
Flow Detail ReportVoiceVoiceFirst QueueEntry pointAvailableChannel = VoiceN/A  
Flow Detail ReportVoiceVoiceAvg. Talking DurationConversation durationAvailableChannel = VoiceSUMQueue PerformanceQueue Performance
Flow Detail ReportVoiceVoiceFirst Queue Transfer RateTBDFuture ReleaseChannel = Voice   
Consumer Engagement SurveysConsumer Engagement SurveysConsumer Engagement SurveysNameNo ChangeNo ChangeNo ChangeNo ChangeNo ChangeNo Change
Consumer Engagement SurveysConsumer Engagement SurveysConsumer Engagement SurveysChannelNo ChangeNo ChangeNo ChangeNo ChangeNo ChangeNo Change
Consumer Engagement SurveysConsumer Engagement SurveysConsumer Engagement SurveysLaunchesNo ChangeNo ChangeNo ChangeNo ChangeNo ChangeNo Change
Consumer Engagement SurveysConsumer Engagement SurveysConsumer Engagement SurveysQuestionsNo ChangeNo ChangeNo ChangeNo ChangeNo ChangeNo Change
Consumer Engagement SurveysConsumer Engagement SurveysConsumer Engagement SurveysResponsesNo ChangeNo ChangeNo ChangeNo ChangeNo ChangeNo Change
Consumer Engagement SurveysConsumer Engagement SurveysConsumer Engagement SurveysAssigned toNo ChangeNo ChangeNo ChangeNo ChangeNo ChangeNo Change
Consumer Engagement SurveysConsumer Engagement SurveysConsumer Engagement SurveysResponse RateNo ChangeNo ChangeNo ChangeNo ChangeNo ChangeNo Change
Consumer Engagement SurveysConsumer Engagement SurveysConsumer Engagement SurveysCompletion RateNo ChangeNo ChangeNo ChangeNo ChangeNo ChangeNo Change
SubscriptionsSubscriptionsSubscriptionsNameNameAvailableN/AN/AN/AN/A
SubscriptionsSubscriptionsSubscriptionsReport TypeReport nameAvailableN/AN/AN/AN/A
SubscriptionsSubscriptionsSubscriptionsEmail RecipientsEmail recipientsAvailableN/AN/AN/AN/A
SubscriptionsSubscriptionsSubscriptionsFrequencyFrequencyAvailableN/AN/AN/AN/A