Nextiva Call Center: Reports

Reports are generated on historical data regarding workitems, campaigns, queues, agents, agent scripting data, and more. Nextiva provides the following out-of-the-box reports for Supervisors and Administrators to run manually or schedule for email and/or SFTP. All reports have filters on campaigns, queues, users, dates, and time intervals.  

Nextiva offers the following reports: 

Agents 

• Agent Call Detail Report 
• Agent Disposition Report 
• Agent Login Report 
• Agent Media Handle Time Report 
• Agent Media Volume Report 
• Agent Occupancy Report 
• Agent RPC (Right Party Contact) Report 
• Agent Scorecards Report 
• Agent Status Report 
• Agent Workitem Detail  

Campaigns  

• Campaign Disposition Report 
• Campaign Queue Interval Report 
• Campaign Queue Summary Report 

• Campaign Scorecards Report 
• Campaign Volume Summary Report 
• Campaign Workitem Details Report 

Queues  

• Queue SLA Report 
• Queue Abandon Detail Report 
• Queue Interval  

Report Outbound / Dialer 

• Failed Outbound Leads Report 
• Outbound Detail Disposition Report 
• Outbound Detailed Report 
• Outbound Dialer Summary Report 
• Outbound List Disposition Summary Report 
• Outbound Scrub Summary Report 
• Outbound Summary Report 
• Outbound Summary Attempts 

Creating Reports 

1. Search for the Report icon in the Options Menu.
2. Click Plus (+) to the right of the Search field.
3. Add a name and description.
4. Select the Type of report and then enter the Export File Name. This is the file name that will be displayed when exported. 
5. Select the Date Range and Timezone. 
6. Click the Supervised Queues toggle to enable. 
7. Select the queues to include in the report by clicking the Menu icon next to Selected Queues. Click OK. 
8. Click Save.

Running Reports 

Select the report to run and press the Run Report button on the top right.     

Exporting Reports

Select the report to export and press the Export to CSV button on the top right. Choose either Formatted Data or Raw Data. 

Scheduled Reports 

You can set up scheduled reports by configuring the fields in the Schedule tab of any report. 

NOTE: The report will run on the filters and date ranges specified in the configuration of the report. 

Field Name	Description
Run Report As	The user the report should be ran as. NOTE: This must be a user who has the authority to access this campaign/queue.
Time	Which Business Event rules should be applied for when the report should be executed.
Export Format	The only currently supported option is CSV.
CSV Separator	This is used if a CSV separator different from a comma is needed. For example, a semicolon.
Apply Quotes to All Columns	If enabled, quotes will be applied to all columns.
Exclude CSV Headers	If enabled, the titles of columns will be excluded from the CSV file.
Raw data	If enabled, the data will not be formatted in the CSV file.
Only Send Reports Containing Data	This avoids empty reports being scheduled if there was no traffic.

Delivery Options 

Field Name	Description
Email Account	The email service account that will be used to send the reports out.
Email Recipients	The list of email addresses of whom to send the report to. They will be separated by commas or semicolons.
Email Subject	The subject of the email that is sent out for the report.

Click Save.