Customer Reports provide a comprehensive analysis of all customer interactions within your contact center. These reports offer detailed insights into inbound and outbound workitems, enabling you to monitor and optimize customer service performance effectively.
For each supervised workitem, the report will display the following columns of data:
| Column Header | Description |
|
Name |
The name of the customer. |
|
Call Id |
The workitem id. |
|
Agent |
The email address of the agent that handled the workitem. |
|
Created At |
The time the workitem started. |
|
From |
The from address. |
|
To |
The to address. |
|
Type |
The type of work item. (Inbound, Outbound, SMS, Chat, Email, Predictive/Progressive) |
|
Disposition |
The final disposition of the workitem. |
|
In Review Time |
The total amount of time the workitem spent In Review. |
|
Ring Time |
How long the workitem rang before being answered. |
|
IVR Time |
The total amount of time the workitem spent in IVR. |
|
Total Queue Time |
The total amount of time the workitem spent in the queue. |
|
Talk Time |
The total talk time for all answered workitems. |
|
Hold Time |
The amount of time the customer stayed in the queue prior to disconnecting without speaking to a user. |
|
Abandon Time |
The total amount of time it took for the workitem to be dropped. |
|
Transferred |
Whether the workitem was transferred or not. (0 not transferred 1 transferred) |
|
Duration |
The total duration of the workitem. |
|
Minutes |
The duration of the workitem rounded up to the nearest minute. |
|
Wrapup Time |
The wrap up time for the call. |
|
Handle Time |
The total time of the workitem spent with an agent including Wrapup Time. |
