There are ten reports available for Contact Centre, these are:
Agent Availability | Shows agent availability, with login/logout times and unavailability
Agent Status | Detailed list of agent events for login and unavailability (with reason)
Agent Status Same Day | Detailed list of agent events for login and unavailability (with reason) for the current day.
Inbound Calls | Displays inbound call details by team and user (agent)
Inbound Calls Same Day | Displays inbound call details by team and user (agent) on the current day.
Outbound Calls | Displays outbound call details by team and user (agent)
Outbound Calls (Same Day) | Displays outbound call details by team and user (agent) on the current day.
Unsuccessful Agent Attempts | Displays calls that have been routed to an agent, but the agent has not answered the call.
Unsuccessful Agent Attempts (Same Day) | Displays calls that have been routed to an agent, but the agent has not answered the call on the current day.
Same Day Abandoned Calls by Queue Position | Displays calls abandoned today (within the Queue), by call hour and queue position.
Product Video:
This short video shows you how to access Reporting Services, with examples of all of the available reports within Contact Centre (formerly TCM):
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