Legacy Report Name | Legacy Report Tab | Legacy Widget Name or Grid Name | Legacy Metric , Attribute, or Explanation | CX Analytics Attribute/Metric Name | CX Analytics Availability | CX Analytics Filter | CX Analytics Aggregation | CX Analytics Data Set | CX Analytics API |
---|---|---|---|---|---|---|---|---|---|
Agent Report | Overview | Agent Status Allocation | % of time in each Agent State | Agent status duration | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Overview | Capacity Utilization | % Ready | Ready (%) | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Overview | Capacity Utilization | % Occupied | % Occupied | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Overview | Agent Occupied Duration Allocation | Occupied Duration | Occupied Duration | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Overview | Ring Duration | Ring Duration | Ring duration | Available | Direction, Channel | N/A | Agent performance | Agent performance |
Agent Report | Overview | Agent First Message Delay | Agent First Message Delay | Agent first response duration | Available | Direction, Channel | N/A | Agent performance | Agent performance |
Agent Report | Overview | Inbound Hold Duration | Inbound Hold Duration | Hold duration | Available | Direction | N/A | Agent performance | Agent performance |
Agent Report | Overview | Inbound Wrap-up Duration | Inbound Wrap-up Duration | Wrap up duration | Available | Direction | N/A | Agent performance | Agent performance |
Agent Report | Overview | Agent Response to Inbound Engagements | Response Type | Agent offered Agent refused Agent missed Agent declined Transfers initiated Holds | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Overview | Outcomes of Outbound Engagements | Outbound Outcomes | Removed | |||||
Agent Report | Overview | Agents | Name | Agent | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Overview | Agents | Queue | Queue | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Overview | Agents | Channel | Channel | Available | Dimension already | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Agent Name | Agent | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Ready | Ready duration | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Time Sheet | Time Sheet | Not Ready | Not ready duration | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Time Sheet | Time Sheet | Occupied | Occupied duration | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Time Sheet | Time Sheet | Online | Worksession duration | Available | Any dimension in Agent timecard | N/A | Agent timecard | |
Agent Report | Time Sheet | Time Sheet | Offline | Removed | |||||
Agent Report | Time Sheet | Time Sheet | % Ready | Ready (%) | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Time Sheet | Time Sheet | % Not Ready | Not ready (%) | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Time Sheet | Time Sheet | % Occupied | Occupied (%) | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Time Sheet | Time Sheet | Handled | Handled | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Handled Inbound | Inbound handled | Available | Channel | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Handled Outbound | Outbound handled | Available | Channel | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Offers Total | Agent offered | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Offers Answered | Handled | Available | Any dimension in Agent performance | N/A | Agent performance | |
Agent Report | Time Sheet | Time Sheet | Offers Missed | Agent missed | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Offers Declined | Agent declined | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Completed | Removed | |||||
Agent Report | Time Sheet | Time Sheet | Transferred Out | Transfers completed | Transfer Remodel - not available | N/A | Agent performance | ||
Agent Report | Time Sheet | Time Sheet | Hold Hang Up | Hold disconnect | Available | Any dimension in Agent performance | N/A | ||
Agent Report | Time Sheet | Time Sheet | Upgraded | Omnichannel Remodel - not available | |||||
Agent Report | Time Sheet | Time Sheet | Offers Answered Voice | Handled | Available | Channel | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Offers Answered Video | Handled | Available | Channel | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Offers Answered Messaging | Handled | Available | Channel | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Offers Answered Email | Handled | Available | Channel | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | % Offers Answered | Handled | Available | Channel | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | % Offers Missed | Agent missed | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | % Offers Declined | Agent decline | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | % Completed | Handled | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | % Transferred Out | Transfer completed | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | % Hold Hang Up | Abandon Remodel - not available | N/A | ||||
Agent Report | Time Sheet | Time Sheet | % Upgraded | Omnichannel Remodel- not available | N/A | ||||
Agent Report | Time Sheet | Time Sheet | Total Handling Duration | Handle duration | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Handling Duration | Handle duration | Available | Any dimension in Agent performance | AVG | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Total Handling Duration Voice | Handle duration | Available | Channel | SUM | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Handling Duration Voice | Handle duration | Available | Channel | AVG | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Total Handling Duration Video | Handle duration | Available | Channel | SUM | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Handling Duration Video | Handle duration | Available | Channel | AVG | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Total Handling Duration Messaging | Handle duration | Available | Channel | SUM | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Handling Duration Messaging | Handle duration | Available | Channel | AVG | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Total Handling Duration Email | Handle duration | Available | Channel | SUM | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Handling Duration Email | Handle duration | Available | Channel | AVG | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Total Talking Duration | Conversation duration | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Talking Duration | Conversation duration | Available | Any dimension in Agent performance | AVG | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Inbound Voice Talking Duration | Inbound conversation duration | Available | Direction, Channel | AVG | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Inbound VideoTalking Duration | Outbound conversation duration | Available | Direction, Channel | AVG | Agent performance | Agent performance |
Agent Report | Time Sheet | Time Sheet | Avg. Wrap-up Duration | Wrap-up duration | Available | Any dimension in Agent performance | AVG | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Name | Agent | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Queue | Queue | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Direction | Direction | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Distribution | Missing | |||||
Agent Report | Metrics Detail | Voice | Handled | Handled | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Offers Total | Agent offered | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Offers Answered | Missing | |||||
Agent Report | Metrics Detail | Voice | Offers Missed | Agent missed | Available | Direction, Channel | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Offers Declined | Agent declined | Available | Direction, Channel | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Completed | Handled | Available | Channel | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Hold Hang Up | Hold abandon | Available | Channel | SUM | ||
Agent Report | Metrics Detail | Voice | Transferred In | Transfer Remodel - not available | |||||
Agent Report | Metrics Detail | Voice | Transferred In Within Queue | Transfer Remodel - not available | |||||
Agent Report | Metrics Detail | Voice | Transferred In Outside Queue | Transfer Remodel - not available | |||||
Agent Report | Metrics Detail | Voice | Transferred Out | Transfer Remodel - not available | |||||
Agent Report | Metrics Detail | Voice | Transferred Out Within Queue | Transfer Remodel - not available | |||||
Agent Report | Metrics Detail | Voice | Transferred Out Of Queue | Transfer Remodel - not available | |||||
Agent Report | Metrics Detail | Voice | Upgraded to Video | Omnichannel Remodel - not available | |||||
Agent Report | Metrics Detail | Voice | % Offers Answered | Handled | Available | Any dimension in Agent performance | % | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | % Offers Missed | Agent missed | Available | Any dimension in Agent performance | % | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | % Offers Declined | Agent decline | Available | Any dimension in Agent performance | % | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | % Completed | Handled | Available | Any dimension in Agent performance | % | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | % Transferred Out | Transferred | Available | Any dimension in Agent performance | % | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | % Hold Hang Up | Hold disconnect | Abandon Remodel | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Total Ring Duration | Ring duration | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Avg. Ring Duration | Ring duration | Available | Any dimension in Agent performance | AVG | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Total Handling Duration | Handle duration | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Avg. Handling Duration | Handle duration | Available | Any dimension in Agent performance | AVG | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Total Talking Duration | Conversation duration | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Avg. Talking Duration | Conversation duration | Available | Any dimension in Agent performance | AVG | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Total Hold Duration | Hold duration | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Avg. Hold Duration | Hold duration | Available | Any dimension in Agent performance | AVG | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Total Wrap-up Duration | Wrap-up duration | Available | Any dimension in Agent performance | SUM | Agent performance | Agent performance |
Agent Report | Metrics Detail | Voice | Avg. Wrap-up Duration | Wrap-up duration | Available | Any dimension in Agent performance | AVG | Agent performance | Agent performance |
Agent Report | Status History | Status History | Agent Name | Agent | Available | Any dimension in Agent performance | N/A | Agent performance | Agent performance |
Agent Report | Status History | Status History | Status | Agent status | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Status History | Status History | Sub-Status | Agent sub status | Available | Any dimension in Agent timecard | N/A | Agent timecard | Agent timecard |
Agent Report | Status History | Status History | Modified by | Modified by | Removed | ||||
Agent Report | Status History | Status History | Start Time | Work session event start time | Available | Any dimension in Agent timecard | SUM | Agent timecard | Agent timecard |
Agent Report | Status History | Status History | Duration | Work session event duration | Available | Any dimension in Agent timecard | SUM | Agent timecard | Agent timecard |
Agent Report | Opt-in/out Changes | Opt-in/out Changes | Agent Name | Future Release | |||||
Agent Report | Opt-in/out Changes | Opt-in/out Changes | Queue | Future Release | |||||
Agent Report | Opt-in/out Changes | Opt-in/out Changes | Opt-in/out | Future Release | |||||
Agent Report | Opt-in/out Changes | Opt-in/out Changes | Start Time | Future Release | |||||
Agent Report | Opt-in/out Changes | Opt-in/out Changes | Duration | Future Release | |||||
Agent Report | Opt-in/out Changes | Opt-in/out Changes | Modified by | Future Release | |||||
Agent Report | Opt-in/out Changes | Opt-in/out Changes | Opt-out Reason | Future Release | |||||
Queue Chart Report | Overview | Service Level | Service Level | Service Level | Available | Direction = Inbound | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound | |
Queue Chart Report | Overview | Inbound Engagement Skills Composition | Skills Category | Missing | |||||
Queue Chart Report | Overview | Inbound Engagement Skills Distribution | Avg. Waiting Duration | Missing | |||||
Queue Chart Report | Overview | Inbound Engagement Skills Distribution | Avg. Handling Duration | Missing | |||||
Queue Chart Report | Overview | Inbound Engagement Skills Insights | Waiting Duration | Missing | |||||
Queue Chart Report | Overview | Inbound Engagement Skills Insights | Handling Duration | Missing | |||||
Queue Chart Report | Overview | Inbound Engagement Skills Insights | Match Rate | Missing | |||||
Queue Chart Report | Overview | Inbound Engagements | Channel | Measure: Queue Offered Break down by dimension: Channel | Available | Direction = Inbound | SUM | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound |
Queue Chart Report | Overview | Outbound Engagements | Channel | Measure: Queue Offered Break down by dimension: Channel | Available | Direction = Inbound | SUM | Queue Performance/Queue Outbound | Queue Performance/Queue Outbound |
Queue Chart Report | Overview | Inbound Engagement Routes | Route Map | Missing | |||||
Queue Chart Report | Overview | Top 10 Agents | Total Inbound engagements | Agent Offered | Available | - Direction = Inbound - Queue | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Overview | Top 10 Agents | Total completed inbound engagements | Inbound handled | Available | Queue | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Overview | Top 10 Agents | Total outbound engagements | Outbound handled | Available | Queue | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Overview | Top 10 Agents | Inbound missed calls | Agent missed | Available | - Direction = Inbound - Queue | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Overview | Top 10 Agents | Inbound declined calls | Agent declined | Available | - Direction = Inbound - Queue | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Overview | Top 10 Agents | Avg. handling duration | Handle duration | Available | Queue | AVG | Agent Performance | Agent Performance |
Queue Chart Report | Overview | Top 10 Agents | Total opt-out duration | Removed | SUM | ||||
Queue Chart Report | Overview | Top 10 Queues | Total completed inbound engagements | Inbound handled | Available | Direction = Inbound | SUM | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound |
Queue Chart Report | Overview | Top 10 Queues | Total outbound engagements | Outbound | Available | Direction = Outbound | SUM | Queue Performance/Queue Outbound | Queue Performance/Queue Outbound |
Queue Chart Report | Overview | Top 10 Queues | Avg. handling duration | Handle duration | Available | All dimensions in queue performance | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Overview | Top 10 Queues | Total opt-out duration | Removed | SUM | ||||
Queue Chart Report | Overview | Top 10 Skills | Avg. waiting duration | In-queue wait duration | Available | All dimensions in queue performance | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Overview | Top 10 Skills | Avg. handling duration | Handle duration | Available | All dimensions in queue performance | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Service Level | Service Level | Service Level | Available | Channel = Voice | N/A | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound |
Queue Chart Report | Voice | Inbound Voice Call Talking Duration | Inbound Voice Call Talking Duration | Inbound conversation duration | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Inbound Handling Duration | Inbound Handling Duration | Handle duration (with direction filter) Or Inbound handle duration | Available | - Direction = Inbound - Channel = Voice | SUM | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound |
Queue Chart Report | Voice | Inbound Live Waiting Duration | Inbound Live Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Voice | SUM | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound |
Queue Chart Report | Voice | Callback Waiting Duration | Callback Waiting Duration | Callback wait duration | Available | Channel = Voice | SUM | Queue Performance/Queue Callback | Queue Performance/Queue Callback |
Queue Chart Report | Voice | Percentage of Callback Requested | Percentage of Callback Requested | Callback requested | Missing | Channel = Voice | N/A | Queue Performance/Queue Callback | Queue Performance/Queue Callback |
Queue Chart Report | Voice | Callback Pending Duration | Callback Pending Duration | Dial duration | Available | SUM | Queue Callback | Queue Callback | |
Queue Chart Report | Voice | Inbound Ring Duration | Inbound Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | - Direction = Inbound - Channel = Voice | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Wrap-Up Duration | Wrap-Up Duration | Wrap-up duration | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Inbound Voice Calls | Abandon Types | Various | Available | Direction, Channel | SUM | ||
Queue Chart Report | Voice | Outbound Voice Calls | An account & queue level settings defining long/short outbound calls | The 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 Report | Voice | Outbound Ring Duration | Outbound Ring Duration | Measure: Dial duration Group by dimension: Queue | Available | - Direction = Outbound - Channel = Voice | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Inbound Engagement Skills Composition | Skills | Missing | |||||
Queue Chart Report | Voice | Inbound Engagement Skills Distribution | Avg. waiting duration | In-queue wait duration | Available | - Direction = Outbound - Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Inbound Engagement Skills Distribution | Avg. handling duration | Inbound handle duration | Available | Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Name | Queue | Available | Channel = Voice | Queue Performance | Queue Performance | |
Queue Chart Report | Voice | Queue | Service Level | Service level | Available | Channel = Voice | Queue Performance | Queue Performance | |
Queue Chart Report | Voice | Queue | Inbound | Engagement count | Available | - Direction = Inbound - Channel = Voice | SUM | Engagement | Engagement |
Queue Chart Report | Voice | Queue | Overflowed | Overflow | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Abandoned | Abandoned | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Abandoned Short | Short abandon | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Abandoned Long | Long abandon | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Offered | Queue offered | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Completed | Handled | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Callbacks Requested | Callback registered | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Callbacks Handled | Callbacks handled | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Callbacks Abandoned | Callbacks disconnected | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Callbacks Canceled | Callbacks canceled | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Callbacks Timeout | Callbacks timeout | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Offers Total | Queue offered | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Offers Inbound | Queue offered | Available | - Direction = Inbound - Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Offers ACD | Removed | |||||
Queue Chart Report | Voice | Queue | Offers Non-ACD | Removed | |||||
Queue Chart Report | Voice | Queue | Offers Answered | Handled | Available | Channel = Voice | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Queue | Offers Missed | Agent missed | Available | Channel = Voice | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Queue | Offers Declined | Agent declined | Available | Channel = Voice | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Queue | Handled | Handled | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Handled ACD | Removed | |||||
Queue Chart Report | Voice | Queue | Handled Non-ACD | Removed | |||||
Queue Chart Report | Voice | Queue | Hold Hang Up | Omnichannel Remodel | Channel | SUM | |||
Queue Chart Report | Voice | Queue | Transferred Out | Transfer completed | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Transferred Out Within Queue | Transfer Remodel | Channel | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Voice | Queue | Transferred Out Of Queue | Transfer Remodel | Channel | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Voice | Queue | Total Transferred In | Queue offered | Available | - Channel = Voice - Origin method = Transfer to Agent & Transfer to Queue | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Total Transferred in to Agent | Queue offered | Available | - Channel = Voice - Origin method = Transfer to Agent | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Total Transferred in to Queue | Queue offered | Available | - Channel = Voice - Origin method = Transfer to Queue | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Upgraded to Video Call | Omnichannel Remodel | Channel | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Voice | Queue | Inbound Avg. Handling Duration | Inbound handle duration | Available | Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Inbound Max. Handling Duration | Inbound handle duration | Available | Channel = Voice | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Inbound Avg. Talking Duration | Inbound conversation duration | Available | Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Inbound Max. Talking Duration | Inbound conversation duration | Available | Channel = Voice | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Inbound Avg. Live Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Inbound Max. Live Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Voice | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Callback Avg. Waiting Duration | Callback wait duration | Available | Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Callback Max. Waiting Duration | Callback wait duration | Available | Channel = Voice | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Callback Avg. Pending Duration | Dial duration | Available | Channel = Voice | AVG | Queue Callback | Queue Callback |
Queue Chart Report | Voice | Queue | Callback Max. Pending Duration | Dial duration | Available | Channel = Voice | MAX | Queue Callback | Queue Callback |
Queue Chart Report | Voice | Queue | Inbound Avg. Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | - Direction = Inbound - Channel = Voice | AVG | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Queue | Inbound Max. Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | - Direction = Inbound - Channel = Voice | MAX | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Queue | Inbound Avg. Wrap-up Duration | Inbound wrap-up duration | Available | Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Inbound Max. Wrap-up Duration | Inbound wrap-up duration | Available | Channel = Voice | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Total Outbound Calls | Engagement count | Available | - Direction = Outbound - Channel = Voice | SUM | Engagement | Engagement |
Queue Chart Report | Voice | Queue | Long Outbound Calls | Removed | |||||
Queue Chart Report | Voice | Queue | Short Outbound Calls | Removed | |||||
Queue Chart Report | Voice | Queue | Hang-up Outbound Calls | Removed | |||||
Queue Chart Report | Voice | Queue | Outbound Avg. Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | - Direction = Outbound - Channel = Voice | AVG | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Queue | Outbound Max. Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | - Direction = Outbound - Channel = Voice | MAX | Agent Performance | Agent Performance |
Queue Chart Report | Voice | Queue | Outbound Avg. Handling Duration | Outbound handle duration | Available | Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Outbound Max. Handling Duration | Outbound handle duration | Available | Channel = Voice | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Outbound Avg. Talking Duration | Outbound conversation duration | Available | Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Outbound Max. Talking Duration | Outbound conversation duration | Available | Channel = Voice | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Outbound Avg. Live Waiting Duration | In-queue wait duration | Available | - Direction = Outbound - Channel = Voice | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Voice | Queue | Outbound Max. Live Waiting Duration | In-queue wait duration | Available | - Direction = Outbound - Channel = Voice | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Video | Service Level | Service Level | Service Level | Available | Channel = Video | N/A | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound |
Queue Chart Report | Video | Video Call Talking Duration | Video Call Talking Duration | Conversation duration | Available | Channel = Video | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Inbound Live Waiting Duration | Inbound Live Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Video | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Inbound Ring Duration | Inbound Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | - Direction = Inbound - Channel = Video | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Video | Wrap-Up Duration | Wrap-Up Duration | Wrap-up duration | Available | Channel = Video | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Inbound Video Calls | Video Call Types | Abandon Remodel | |||||
Queue Chart Report | Video | Inbound Engagement Skills Composition | Missing | ||||||
Queue Chart Report | Video | Inbound Engagement Skills Distribution | Avg. waiting duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Video | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Video | Inbound Engagement Skills Distribution | Avg. handling duration | Inbound handle duration | Available | Channel = Video | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Name | Queue | Available | Channel = Video | N/A | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Service Level | Service Level | Available | Channel = Video | N/A | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Inbound | Engagement count | Available | - Direction = Inbound - Channel = Video | SUM | Engagement | Engagement |
Queue Chart Report | Video | Queue | Total Completed Calls | Handled | Available | Channel = Video | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Short-Abandoned Calls | Short abandon | Available | Channel = Video | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Long-Abandoned Calls | Long abandon | Available | Channel = Video | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Hold-Abandoned Calls | Abandon Remodel | Channel | SUM | |||
Queue Chart Report | Video | Queue | Total Missed Calls | Agent missed | Available | Channel = Video | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Video | Queue | Total Declined Calls | Agent declined | Available | Channel = Video | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Video | Queue | Total Overflowed | Overflow | Available | Channel = Video | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Total Transferred In | Queue offered | Available | - Channel = Video - Origin method = Transfer to Agent & Transfer to Queue | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Total Transferred Out | Transfer completed | Available | Channel = Video | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Avg. Inbound Video Talking Duration | Inbound conversation duration | Available | Channel = Video | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Longest Call Talking Duration | Conversation duration | Available | Channel = Video | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Shortest Call Talking Duration | Conversation duration | Available | Channel = Video | MIN | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Avg. Live Waiting Duration | In-queue wait duration | Available | Channel = Video | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Longest Live Waiting Duration | In-queue wait duration | Available | Channel | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Shortest Live Waiting Duration | In-queue wait duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Avg. Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | Channel = Video | AVG | Agent Performance | Agent Performance |
Queue Chart Report | Video | Queue | Longest Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | Channel = Video | MAX | Agent Performance | Agent Performance |
Queue Chart Report | Video | Queue | Shortest Ring Duration | Measure: Ring duration Group by dimension: Queue | Available | Channel = Video | MIN | Agent Performance | Agent Performance |
Queue Chart Report | Video | Queue | Avg. Call Wrap-up Duration | Wrap-up duration | Available | Channel = Video | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Longest Call Wrap-up Duration | Wrap-up duration | Available | Channel = Video | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Video | Queue | Shortest Call Wrap-up Duration | Wrap-up duration | Available | Channel = Video | MIN | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Service Level | Service Level | Service Level | Available | Channel = Messaging | N/A | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound |
Queue Chart Report | Messaging | Agent First Message Delay | Agent First Message Delay | Agent first response duration | Available | Channel = Messaging | N/A | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Inbound Messaging Duration | Inbound Messaging Duration | Inbound conversation duration | Available | Channel = Messaging | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Inbound Waiting Duration | Inbound Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Messaging | SUM | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound |
Queue Chart Report | Messaging | Inbound Messaging Engagements | Types | Engagement count | Available | - Direction = Inbound - Channel = Messaging | SUM | Engagement | Engagement |
Queue Chart Report | Messaging | Outbound Messaging Engagements | Types | Engagement count | Available | - Direction = Outbound - Channel = Messaging | SUM | Engagement | Engagement |
Queue Chart Report | Messaging | Inbound Engagement Skills Composition | Missing | ||||||
Queue Chart Report | Messaging | Inbound Engagement Skills Distribution | Avg. waiting duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Messaging | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Inbound Engagement Skills Distribution | Avg. handling duration | Inbound Handle duration | Available | Channel = Messaging | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Name | Queue | Available | Channel = Messaging | N/A | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Source | Source | Available | Channel = Messaging | N/A | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Service Level | Service Level | Available | Channel = Messaging | N/A | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Inbound | Engagement count | Available | - Direction = Inbound - Channel = Messaging | SUM | Engagement | Engagement |
Queue Chart Report | Messaging | Queue | Total Completed | Handled | Available | Channel = Messaging | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Total Overflowed | Overflowed | Available | Channel = Messaging | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Total Abandoned Quit | Abandoned | Available | Channel = Messaging | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Total Auto-Closed | Auto close disconnect | Available | Channel = Messaging | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Total Transferred In | Queue offered | Available | - Channel = Messaging - Origin method = Transfer to Agent & Transfer to Queue | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Total Transferred Out | Transfer completed | Available | Channel = Messaging | SUM | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Total Released | Missing | Queue | SUM | |||
Queue Chart Report | Messaging | Queue | Total Missed | Agent missed | Available | Channel = Messaging | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Queue | Total Declined | Agent declined | Available | Channel = Messaging | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Queue | Inbound Engagement Total Messages Sent | Measure: Agent messages sent Group by dimension: Queue | Available | - Direction = Inbound - Channel = Messaging | SUM | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Queue | Inbound Engagement Avg. Messages Sent | Measure: Agent messages sent Group by dimension: Queue | Available | - Direction = Inbound - Channel = Messaging | AVG | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Queue | Upgraded to Voice Call | Omnichannel Remodel | Channel | SUM | |||
Queue Chart Report | Messaging | Queue | Upgraded to Video Call | Omnichannel Remodel | Channel | SUM | |||
Queue Chart Report | Messaging | Queue | Inbound Avg. Messaging Duration | Inbound conversation duration | Available | Channel = Messaging | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Inbound Shortest Messaging Duration | Inbound conversation duration | Available | Channel = Messaging | MIN | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Inbound Longest Messaging Duration | Inbound conversation duration | Available | Channel = Messaging | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Inbound Avg. Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Messaging | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Inbound Shortest Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Messaging | MIN | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Inbound Longest Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Messaging | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Avg. Agent First Message Delay | Agent first response duration | Available | Channel = Messaging | AVG | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Queue | Shortest Agent First Message Delay | Agent first response duration | Available | Channel = Messaging | MIN | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Queue | Longest Agent First Message Delay | Agent first response duration | Available | Channel = Messaging | MAX | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Queue | Total Outbound Engagements | Engagement count | Available | - Direction = Outbound - Channel = Messaging | SUM | Engagement | Engagement |
Queue Chart Report | Messaging | Queue | Outbound Engagement Messages Sent by Agent | Measure: Agent messages sent Group by dimension: Queue | Available | - Direction = Outbound - Channel = Messaging | AVG | Agent Performance | Agent Performance |
Queue Chart Report | Messaging | Queue | Outbound Engagement Messages Received by Agent | Missing | Queue | SUM | |||
Queue Chart Report | Messaging | Queue | Outbound Avg. Messaging Duration | Outbound conversation duration | Available | Channel = Messaging | AVG | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Outbound Shortest Messaging Duration | Outbound conversation duration | Available | Channel = Messaging | MIN | Queue Performance | Queue Performance |
Queue Chart Report | Messaging | Queue | Outbound Longest Messaging Duration | Outbound conversation duration | Available | Channel = Messaging | MAX | Queue Performance | Queue Performance |
Queue Chart Report | Service Level | Service Level | Service Level | Available | Channel = Email | N/A | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound | |
Queue Chart Report | Inbound Waiting Duration | Inbound Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Email | SUM | Queue Performance/Queue Inbound | Queue Performance/Queue Inbound | |
Queue Chart Report | Inbound Messaging Duration | Inbound Messaging Duration | Inbound conversation duration | Available | Channel = Email | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Agent First Reply Delay | Agent First Reply Delay | Agent first response duration | Available | Channel = Email | SUM | Agent Performance | Agent Performance | |
Queue Chart Report | Inbound Waiting Duration | Inbound Inactive Duration | Missing | ||||||
Queue Chart Report | Inbound Active Duration | Agent Reply Delay | Agent first response duration | Available | Channel = Email | SUM | Agent Performance | Agent Performance | |
Queue Chart Report | Inbound Email Engagements | Inbound Email Engagements | Engagement count | Available | - Direction = Inbound - Channel = Email | SUM | Engagement | Engagement | |
Queue Chart Report | Inbound Engagement Skills Composition | Skills | Missing | ||||||
Queue Chart Report | Inbound Engagement Skills Distribution | Avg. waiting duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Email | AVG | Queue Performance | Queue Performance | |
Queue Chart Report | Inbound Engagement Skills Distribution | Avg. handling duration | Inbound Handle duration | Available | - Direction = Inbound - Channel = Email | AVG | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Name | Queue | Available | Channel = Email | N/A | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Service Level | Service Level | Available | Channel = Email | N/A | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Inbound | Engagement count | Available | - Direction = Inbound - Channel = Email | SUM | Engagement | Engagement | |
Queue Chart Report | Queue | Overflowed | Overflow | Available | Channel = Email | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Auto-Closed | Auto close disconnect | Available | Channel = Email | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Offered | Queue offered | Available | Channel = Email | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Completed | Handled | Available | Channel = Email | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Total Released | Missing | Queue | SUM | ||||
Queue Chart Report | Queue | Offers Total | Queue offered | Available | Channel = Email | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Offers ACD | Removed | ||||||
Queue Chart Report | Queue | Offers Non-ACD | Removed | ||||||
Queue Chart Report | Queue | Offers Answered | Handled | Available | Channel = Email | SUM | Agent Performance | Agent Performance | |
Queue Chart Report | Queue | Offers Missed | Agent missed | Available | Channel = Email | SUM | Agent Performance | Agent Performance | |
Queue Chart Report | Queue | Offers Declined | Agent declined | Available | Channel = Email | SUM | Agent Performance | Agent Performance | |
Queue Chart Report | Queue | Handled | Handled | Available | Channel = Email | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Transferred out | Transfer completed | Available | Channel = Email | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Transferred Out Within Queue | Transfer Remodel - not available | ||||||
Queue Chart Report | Queue | Transferred Out Of Queue | Transfer Remodel - not available | ||||||
Queue Chart Report | Queue | Transferred In | Queue offered | Available | - Channel = Email - Origin method = Transfer to Agent & Transfer to Queue | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Transferred in to Agent | Queue offered | Available | - Channel = Email - Origin method = Transfer to Agent | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Transferred in to Queue | Queue offered | Available | - Channel = Email - Origin method = Transfer to Queue | SUM | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Inbound Avg. Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Email | AVG | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Inbound Max Waiting Duration | In-queue wait duration | Available | - Direction = Inbound - Channel = Email | MAX | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Avg. Agent First Reply Delay | Agent first response duration | Available | Channel = Email | AVG | Agent Performance | Agent Performance | |
Queue Chart Report | Queue | Max. Agent First Reply Delay | Agent first response duration | Available | Channel = Email | MAX | Agent Performance | Agent Performance | |
Queue Chart Report | Queue | Inbound Avg. Messaging Duration | Inbound conversation duration | Available | Channel = Email | AVG | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Inbound Max. Messaging Duration | Inbound conversation duration | Available | Channel = Email | MAX | Queue Performance | Queue Performance | |
Queue Chart Report | Queue | Inbound Avg. Inactive Duration | Removed | ||||||
Queue Chart Report | Queue | Inbound Max. Inactive Duration | Removed | ||||||
Queue Chart Report | Queue | Avg. Agent Reply Delay | Missing | ||||||
Queue Chart Report | Queue | Avg. Agent Reply Delay | Missing | ||||||
Queue Chart Report | Queue | Outbound | Engagement count | Available | - Direction = Outbound - Channel = Email | SUM | Engagement | Engagement | |
Queue Chart Report | Queue | Outbound Avg. Messaging Duration | Outbound conversation duration | Available | Channel = Email | AVG | Queue Performance | Queue Performance | |
Queue Detail Report | Voice | Voice | Engagement ID | Engagement ID | Available | Channel= Voice | N/A | Engagement | Queue Performance |
Queue Detail Report | Voice | Voice | Direction | Direction | Available | Channel= Voice | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Voice | Voice | Start Time | Engagement start time | Available | Channel= Voice | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Voice | Voice | Consumer | ANI | Available | Channel= Voice | N/A | Engagement | Engagement |
Queue Detail Report | Voice | Voice | Country | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Voice | Voice | Agent | Agent | Available | Channel= Voice | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Voice | Voice | Queue | Queue | Available | Channel= Voice | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Voice | Voice | Result | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Voice | Voice | Dialed Number | DNIS | Available | Channel= Voice | N/A | Engagement | Engagement |
Queue Detail Report | Voice | Voice | Total Duration | Engagement duration | Available | Channel= Voice | SUM | Engagement | Engagement |
Queue Detail Report | Voice | Voice | Live Waiting Duration | In-queue wait duration | Available | Channel= Voice | SUM | Queue Performance | Queue Performance |
Queue Detail Report | Voice | Voice | Consumer Waiting Duration | In-queue wait duration | Available | Channel= Voice | SUM | Queue Performance | Queue Performance |
Queue Detail Report | Voice | Voice | Callback Waiting Duration | Callback wait duration | Available | Channel= Voice | SUM | Queue Performance/Queue Callback | Queue Performance/Queue Callback |
Queue Detail Report | Voice | Voice | Callback Pending Duration | Callback pending duration | Available | Channel= Voice | SUM | Queue Callback | Queue Callback |
Queue Detail Report | Voice | Voice | Ring Duration | Ring duration | Available | Channel= Voice | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Voice | Voice | Handling Duration | Handling duration | Available | Channel= Voice | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Voice | Voice | Talking Duration | Conversation duration | Available | Channel= Voice | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Voice | Voice | Hold Duration | Hold duration | Available | Channel= Voice | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Voice | Voice | Wrap-up Duration | Wrap-up duration | Available | Channel= Voice | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Voice | Voice | Disposition | Disposition | Available | Channel= Voice | SUM | Disposition | Disposition |
Queue Detail Report | Voice | Voice | Flow Name | Flow | Available | Channel= Voice | N/A | Flow Performance | Flow Performance |
Queue Detail Report | Voice | Voice | Flow Version | Flow version | Available | Channel= Voice | N/A | Flow Performance | Flow Performance |
Queue Detail Report | Voice | Voice | Flow Duration | Flow duration | Available | Channel= Voice | AVG | Flow Performance | Flow Performance |
Queue Detail Report | Voice | Voice | Waiting Type | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Engagement ID | Engagement ID | Available | Channel= Video | N/A | Engagement | Queue Performance |
Queue Detail Report | Video | Video | Direction | Direction | Available | Channel= Video | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Start Time | Engagement start time | Available | Channel= Video | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Consumer | ANI | Available | Channel= Video | N/A | Engagement | Engagement |
Queue Detail Report | Video | Video | Agent | Agent | Available | Channel= Video | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Queue | Queue | Available | Channel= Video | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Result | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Campaign Name | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Campaign Tag | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Dialed Number | DNIS | Available | Channel= Video | N/A | Engagement | Engagement |
Queue Detail Report | Video | Video | Total Duration | Engagement duration | Available | Channel= Video | SUM | Engagement | Engagement |
Queue Detail Report | Video | Video | Live Waiting Duration | In-queue wait duration | Available | Channel= Video | SUM | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Consumer Waiting Duration | In-queue wait duration | Available | Channel= Video | SUM | Queue Performance | Queue Performance |
Queue Detail Report | Video | Video | Ring Duration | Ring duration | Available | Channel= Video | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Video | Video | Talking Duration | Conversation duration | Available | Channel= Video | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Video | Video | Hold Duration | Hold duration | Available | Channel= Video | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Video | Video | Wrap-up Duration | Wrap-up duration | Available | Channel= Video | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Video | Video | Disposition | Disposition | Available | Channel= Video | SUM | Disposition | Disposition |
Queue Detail Report | Video | Video | Flow Name | Flow | Available | Channel= Video | N/A | Flow Performance | Flow Performance |
Queue Detail Report | Video | Video | Flow Version | Flow version | Available | Channel= Video | N/A | Flow Performance | Flow Performance |
Queue Detail Report | Video | Video | Flow Duration | Flow duration | Available | Channel= Video | AVG | Flow Performance | Flow Performance |
Queue Detail Report | Video | Video | Last Widget | Destination | Available | Channel= Video | N/A | Flow Performance | Flow Performance |
Queue Detail Report | Messaging | Messaging | Engagement ID | Engagement ID | Available | Channel= Messaging | N/A | Engagement | Queue Performance |
Queue Detail Report | Messaging | Messaging | Direction | Direction | Available | Channel= Messaging | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Source | Source Name | Available | Channel= Messaging | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Start Time | Engagement start time | Available | Channel= Messaging | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Consumer | ANI | Available | Channel= Messaging | N/A | Engagement | Engagement |
Queue Detail Report | Messaging | Messaging | Agent | Agent | Available | Channel= Messaging | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Queue | Queue | Available | Channel= Messaging | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Result | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Campaign Name | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Campaign Tag | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Total Duration | Engagement duration | Available | Channel= Messaging | SUM | Engagement | Engagement |
Queue Detail Report | Messaging | Messaging | Waiting Duration | In-queue wait duration | Available | Channel= Messaging | SUM | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Consumer Waiting Duration | In-queue wait duration | Available | Channel= Messaging | SUM | Queue Performance | Queue Performance |
Queue Detail Report | Messaging | Messaging | Messaging Duration | Conversation duration | Available | Channel= Messaging | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Messaging | Messaging | Agent First Message Delay | Agent first response duration | Available | Channel= Messaging | SUM | Agent Performance | Agent Performance |
Queue Detail Report | Messaging | Messaging | Disposition | Disposition | Available | Channel= Messaging | SUM | Disposition | Disposition |
Queue Detail Report | Messaging | Messaging | Flow Name | Flow | Available | Channel= Messaging | N/A | Flow Performance | Flow Performance |
Queue Detail Report | Messaging | Messaging | Flow Version | Flow version | Available | Channel= Messaging | N/A | Flow Performance | Flow Performance |
Queue Detail Report | Messaging | Messaging | Flow Duration | Flow duration | Available | Channel= Messaging | AVG | Flow Performance | Flow Performance |
Queue Detail Report | Messaging | Messaging | Last Widget | Destination | Available | Channel= Messaging | N/A | Flow Performance | Flow Performance |
Queue Detail Report | Messaging | Messaging | Required Skills/Proficiency | TBD | Future Release | Channel= Email | N/A | N/A | N/A |
Queue Detail Report | Messaging | Messaging | Optional Skills/Proficiency | TBD | Future Release | Channel= Email | N/A | N/A | N/A |
Queue Detail Report | Messaging | Messaging | Agents Skills/Proficiency | TBD | Future Release | Channel= Email | N/A | N/A | N/A |
Queue Detail Report | Engagement ID | Engagement ID | Available | Channel= Email | N/A | Queue Performance | Queue Performance | ||
Queue Detail Report | Direction | Direction | Available | Channel= Email | N/A | Queue Performance | Queue Performance | ||
Queue Detail Report | Start Time | Engagement start time | Available | Channel= Email | N/A | Queue Performance | Queue Performance | ||
Queue Detail Report | Consumer | ANI | Available | Channel= Email | N/A | Engagement | Engagement | ||
Queue Detail Report | Agent | Agent | Available | Channel= Email | N/A | Queue Performance | Queue Performance | ||
Queue Detail Report | Queue | Queue | Available | Channel= Email | N/A | Queue Performance | Queue Performance | ||
Queue Detail Report | Result | TBD | Future Release | Channel= Email | N/A | Queue Performance | Queue Performance | ||
Queue Detail Report | Total Duration | Engagement duration | Available | Channel= Email | SUM | Engagement | Engagement | ||
Queue Detail Report | Waiting Duration | In-queue wait duration | Available | Channel= Email | SUM | Queue Performance | Queue Performance | ||
Queue Detail Report | Agent First Reply Delay | Agent first response duration | Available | Channel= Email | SUM | Agent Performance | Agent Performance | ||
Queue Detail Report | Messaging Duration | Conversation duration | Available | Channel= Email | SUM | Agent Performance | Agent Performance | ||
Queue Detail Report | Inactive Duration | Removed | N/A | N/A | N/A | N/A | |||
Queue Detail Report | Agent Reply Duration | Removed | N/A | N/A | N/A | N/A | |||
Queue Detail Report | Disposition | Disposition | Available | Channel= Email | SUM | Disposition | Disposition | ||
Queue Detail Report | Flow Name | Flow | Available | Channel= Email | N/A | Flow Performance | Flow Performance | ||
Queue Detail Report | Flow Version | Flow version | Available | Channel= Email | N/A | Flow Performance | Flow Performance | ||
Queue Detail Report | Flow Duration | Flow duration | Available | Channel= Email | AVG | Flow Performance | Flow Performance | ||
Queue Detail Report | Last Widget | Destination | Available | Channel= Email | N/A | Flow Performance | Flow Performance | ||
Queue Detail Report | Required Skills/Proficiency | TBD | Future Release | Channel= Email | N/A | N/A | N/A | ||
Queue Detail Report | Optional Skills/Proficiency | TBD | Future Release | Channel= Email | N/A | N/A | N/A | ||
Queue Detail Report | Agents Skills/Proficiency | TBD | Future Release | Channel= Email | N/A | N/A | N/A | ||
Interval Report | Queue | Voice | Queue Name | Queue | Available | Channel | N/A | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Date Interval | Interval | Available | N/A | N/A | N/A | N/A |
Interval Report | Queue | Voice | Time Interval | Interval | Available | N/A | N/A | N/A | N/A |
Interval Report | Queue | Voice | Service Level | Service level | Available | Direction, Channel | N/A | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Inbound | Engagement count | Available | Direction, Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Total Completed Calls | Handled | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Short-Abandoned Calls | Short abandon | Available | Direction, Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Long-Abandoned Calls | Long abandon | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Hold-Abandoned Calls | Available | Channel | SUM | Agent Performance | Agent Performance | |
Interval Report | Queue | Voice | Total Callback Requested | Callback registered | Available | Channel | SUM | Agent Performance | Agent Performance |
Interval Report | Queue | Voice | Total Missed Calls | Agent missed | Available | Channel | SUM | Agent Performance | Agent Performance |
Interval Report | Queue | Voice | Total Declined Calls | Agent declined | Available | Channel | SUM | Agent Performance | Agent Performance |
Interval Report | Queue | Voice | Total Overflowed | Overflow | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Total Transferred In | TBD | Future Release | Channel | SUM | N/A | N/A |
Interval Report | Queue | Voice | Total Transferrred Out | TBD | Future Release | Channel | SUM | N/A | N/A |
Interval Report | Queue | Voice | Upgraded to Video Call | TBD | Future Release | Channel | SUM | N/A | N/A |
Interval Report | Queue | Voice | Avg. Handling Duration | Handle duration | Available | Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Longest Handling Duration | Handle duration | Available | Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Shortest Handling Duration | Handle duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Avg. Inbound Voice Talking Duration | Conversation duration | Available | Direction, Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Inbound Longest Call Talking Duration | Conversation duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Inbound Shortest Call Talking Duration | Conversation duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Avg. Live Waiting Duration | In-queue wait duration | Available | Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Shortest Live Waiting Duration | In-queue wait duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Longest Live Waiting Duration | In-queue wait duration | Available | Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Avg. Callback Waiting Duration | Callback wait duration | Available | Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Shortest Callback Waiting Duration | Callback wait duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Longest Callback Waiting Duration | Callback wait duration | Available | Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Avg. Callback Pending Duration | Callback pending duration | Available | Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Shortest Callback Pending Duration | Callback pending duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Longest Callback Pending Duration | Callback pending duration | Available | Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Avg. Ring Duration | Ring duration | Available | Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Longest Ring Duration | Ring duration | Available | Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Shortest Ring Duration | Ring duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Inbound Avg. Wrap-up Duration | Wrap-up duration | Available | Direction, Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Inbound Longest Call Wrap-up Duration | Wrap-up duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Inbound Shortest Call Wrap-up Duration | Wrap-up duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Total Outbound Calls | Outbound | Available | Direction, Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Hang-up Outbound Calls | Abandon Remodel | Direction, Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Voice | Short Outbound Calls | Handle duration | Available | Direction, Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Voice | Long Outbound Calls | Handle duration | Available | Direction, Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Queue Name | Queue | Available | Channel | N/A | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Date Interval | Interval | Available | N/A | N/A | N/A | N/A |
Interval Report | Queue | Video | Time Interval | Interval | Available | N/A | N/A | N/A | N/A |
Interval Report | Queue | Video | Service Level | Service Level | Available | Direction, Channel | N/A | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Inbound | Engagement count | Available | Direction, Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Total Completed Calls | Handled | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Short-Abandoned Calls | Short abandons | Available | Direction, Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Long-Abandoned Calls | Long abandons | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Total Missed Calls | Agent missed | Available | Channel | SUM | Agent Performance | Agent Performance |
Interval Report | Queue | Video | Total Declined Calls | Agent declined | Available | Channel | SUM | Agent Performance | Agent Performance |
Interval Report | Queue | Video | Total Overflowed | Overflow | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Total Transferred In | TBD | Future Release | Channel | SUM | N/A | N/A |
Interval Report | Queue | Video | Total Transferred Out | TBD | Future Release | Channel | SUM | N/A | N/A |
Interval Report | Queue | Video | Avg. Inbound Video Talking Duration | Conversation duration | Available | Direction, Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Longest Call Talking Duration | Conversation duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Shortest Call Talking Duration | Conversation duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Avg. Live Waiting Duration | In Queue Wait Time | Available | Direction, Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Shortest Live Waiting Duration | Wait duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Longest Live Waiting Duration | Wait duration | Available | Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Avg. Ring Duration | Ring Duration | Available | Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Longest Ring Duration | Ring Duration | Available | Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Shortest Ring Duration | Ring Duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Avg. Call Wrap-up Duration | Wrap-up duration | Available | Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Longest Call Wrap-up Duration | Wrap-up duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Video | Shortest Call Wrap-up Duration | Wrap-up duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Queue Name | Queue | Available | Channel | N/A | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Date Interval | General dimension | Available | N/A | N/A | N/A | N/A |
Interval Report | Queue | Messaging | Time Interval | General dimension | Available | N/A | N/A | N/A | N/A |
Interval Report | Queue | Messaging | Source | Source | Available | Channel | N/A | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Service Level | Service Level | Available | Direction, Channel | N/A | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Total Inbound engagements | Engagement count | Available | Direction, Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Total Completed | Handled | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Total Overflowed | Overflow | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Total Abandon Quit | Removed | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Messaging | Total Auto-Closed | Abandon Remodel | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Messaging | Total Transferred Out | Various | Transfers | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Total Released | Removed | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Messaging | Total Missed | Agent missed | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Total Declined | Agent declined | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Inbound Engagement Total Messages Sent | TBD | Future Release | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Inbound Engagement Avg. Messages Sent | TBD | Future Release | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Upgraded to Voice | TBD | Future Release | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Upgraded to Video | TBD | Future Release | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Inbound Avg. Messaging Duration | Conversation duration | Available | Direction, Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Inbound Shortest Messaging Duration | Conversation duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Inbound Longest Messaging Duration | Conversation duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Inbound Avg. Waiting Duration | In-queue wait duration | Available | Direction, Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Inbound Shortest Waiting Duration | In-queue wait duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Inbound Longest Waiting Duration | In-queue wait duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Avg. Agent First Message Delay | Agent first response duration | Available | Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Shortest Agent First Message Delay | Agent first response duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Longest Agent First Message Delay | Agent first response duration | Available | Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Total Outbound Engagements | Outbound | Available | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Outbound Engagement Messages Sent by Agent | Agent messages sent | Available | Direction, Channel | SUM | Agent Performance | Agent Performance |
Interval Report | Queue | Messaging | Outbound Engagement Messages Received by Agent | TBD | Future Release | Channel | SUM | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Outbound Avg. Messaging Duration | Conversation duration | Available | Direction, Channel | AVG | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Outbound Shortest Messaging Duration | Conversation duration | Available | Direction, Channel | MIN | Queue Performance | Queue Performance |
Interval Report | Queue | Messaging | Outbound Longest Messaging Duration | Conversation duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance |
Interval Report | Queue | Queue Name | Queue | Available | Channel | N/A | Queue Performance | Queue Performance | |
Interval Report | Queue | Date Interval | General dimension | Available | N/A | N/A | Queue Performance | Queue Performance | |
Interval Report | Queue | Time Interval | General dimension | Available | N/A | N/A | Queue Performance | Queue Performance | |
Interval Report | Queue | Service Level | Service Level | Available | Direction, Channel | N/A | Queue Performance | Queue Performance | |
Interval Report | Queue | Handled | Handled | Available | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Inbound | Engagement count | Available | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Overflowed | Overflow | Available | Direction, Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Offered | Queue offered | Available | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Total Released | TBD | Future Release | Channel | SUM | N/A | N/A | |
Interval Report | Queue | Completed | Handled | Available | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Auto-Closed | Auto close disconnect | Available | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Offers Total | Queue offered | Available | Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Offers ACD | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Offers Non-ACD | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Offers Missed | Agent missed | Available | Direction, Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Offers Declined | Agent declined | Available | Direction, Channel | SUM | Queue Performance | Queue Performance | |
Interval Report | Queue | Transferred In | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Transferred in to Agent | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Transferred in to Queue | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Transferred out | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Transferred Out Within Queue | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Transferred Out Of Queue | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Inbound Avg. Waiting Duration | Waiting duration | Available | Direction, Channel | AVG | Queue Performance | Queue Performance | |
Interval Report | Queue | Inbound Max. Waiting Duration | Waiting duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance | |
Interval Report | Queue | Avg. Agent First Reply Delay | Agent first response duration | Available | Channel | AVG | Queue Performance | Queue Performance | |
Interval Report | Queue | Max. Agent First Reply Delay | Agent first response duration | Available | Channel | MAX | Queue Performance | Queue Performance | |
Interval Report | Queue | Inbound Avg. Messaging Duration | Conversation duration | Available | Direction, Channel | AVG | Queue Performance | Queue Performance | |
Interval Report | Queue | Inbound Max. Messaging Duration | Conversation duration | Available | Direction, Channel | MAX | Queue Performance | Queue Performance | |
Interval Report | Queue | Avg. Agent Reply Delay | TBD | Future Release | Channel | AVG | N/A | N/A | |
Interval Report | Queue | Max. Agent Reply Delay | TBD | Future Release | Channel | MAX | N/A | N/A | |
Interval Report | Queue | Inbound Avg. Inactive Duration | Removed | N/A | N/A | N/A | N/A | ||
Interval Report | Queue | Inbound Max. Inactive Duration | Removed | N/A | N/A | N/A | N/A | ||
Flow Chart Report | Voice | All Flows | Flow Outcomes | TBD | Future Release | Channel = Voice | Flow Performance | Flow Performance | |
Flow Chart Report | Voice | Avg. Duration in Flow | Avg. Duration in Flow | Flow duration | Available | Channel = Voice | AVG | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Routing | Routing Types | Missing | Channel = Voice | N/A | Flow Performance | Flow Performance | |
Flow Chart Report | Voice | Flow Outcome Types | Flow Outcomes | Flow Performance | Flow Performance | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Inbound Engagement Skills Composition | Flow Performance | Flow Performance | Channel = Voice | N/A | Flow Performance | Flow Performance | |
Flow Chart Report | Voice | Inbound Engagement Skills Distribution | Avg. waiting duration | In-queue wait duration | Available | Channel = Voice | AVG | Queue Performance | Queue Performance |
Flow Chart Report | Voice | Inbound Engagement Skills Distribution | Avg. handling duration | Handle duration | Available | Channel = Voice | N/A | Queue Performance | Queue Performance |
Flow Chart Report | Voice | Flows | Name | Flow | Available | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Version | Flow version | Available | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Engagements | Engagement ID | Available | Channel = Voice | SUM | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Entry Point | Flow entry point | Available | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Avg. Duration in Flow | Flow duration | Available | Channel = Voice | AVG | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Longest Duration in Flow | Flow duration | Available | Channel = Voice | MAX | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Containment Rate | TBD | Future Release | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Flow Completed Rate | TBD | Future Release | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Abandonment Rate | TBD | Future Release | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Inbox Rate | TBD | Future Release | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Upgrade Rate | Flow upgraded (%) | Available | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | External Transfer Rate | TBD | Future Release | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Chart Report | Voice | Flows | Other | TBD | Future Release | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Detail Report | Voice | Voice | Flow Name | Flow | Available | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Detail Report | Voice | Voice | Entry Point | Flow version | Available | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Detail Report | Voice | Voice | Flow Outcome | Destination | Available | Channel = Voice | N/A | Flow Performance | Flow Performance |
Flow Detail Report | Voice | Voice | Engagements | Flow offered | Available | Channel = Voice | SUM | Flow Performance | Flow Performance |
Flow Detail Report | Voice | Voice | Avg. Duration in Flow | Flow duration | Available | Channel = Voice | AVG | Flow Performance | Flow Performance |
Flow Detail Report | Voice | Voice | First Queue | Entry point | Available | Channel = Voice | N/A | ||
Flow Detail Report | Voice | Voice | Avg. Talking Duration | Conversation duration | Available | Channel = Voice | SUM | Queue Performance | Queue Performance |
Flow Detail Report | Voice | Voice | First Queue Transfer Rate | TBD | Future Release | Channel = Voice | |||
Consumer Engagement Surveys | Consumer Engagement Surveys | Consumer Engagement Surveys | Name | No Change | No Change | No Change | No Change | No Change | No Change |
Consumer Engagement Surveys | Consumer Engagement Surveys | Consumer Engagement Surveys | Channel | No Change | No Change | No Change | No Change | No Change | No Change |
Consumer Engagement Surveys | Consumer Engagement Surveys | Consumer Engagement Surveys | Launches | No Change | No Change | No Change | No Change | No Change | No Change |
Consumer Engagement Surveys | Consumer Engagement Surveys | Consumer Engagement Surveys | Questions | No Change | No Change | No Change | No Change | No Change | No Change |
Consumer Engagement Surveys | Consumer Engagement Surveys | Consumer Engagement Surveys | Responses | No Change | No Change | No Change | No Change | No Change | No Change |
Consumer Engagement Surveys | Consumer Engagement Surveys | Consumer Engagement Surveys | Assigned to | No Change | No Change | No Change | No Change | No Change | No Change |
Consumer Engagement Surveys | Consumer Engagement Surveys | Consumer Engagement Surveys | Response Rate | No Change | No Change | No Change | No Change | No Change | No Change |
Consumer Engagement Surveys | Consumer Engagement Surveys | Consumer Engagement Surveys | Completion Rate | No Change | No Change | No Change | No Change | No Change | No Change |
Subscriptions | Subscriptions | Subscriptions | Name | Name | Available | N/A | N/A | N/A | N/A |
Subscriptions | Subscriptions | Subscriptions | Report Type | Report name | Available | N/A | N/A | N/A | N/A |
Subscriptions | Subscriptions | Subscriptions | Email Recipients | Email recipients | Available | N/A | N/A | N/A | N/A |
Subscriptions | Subscriptions | Subscriptions | Frequency | Frequency | Available | N/A | N/A | N/A | N/A |