Introduction to Reports

Back to Analytics Overview

Contact Center AI reports enable supervisors to assess performance across agents, queues, and calls, with metrics such as average handle time.

To access reports, go to Contact Center AI > Analytics > CONTACT CENTER > Reports and select the REPORTS tab. A list of available reports appears for evaluating agent productivity, efficiency, and automation savings.

You can filter the reports list using the following tabs:

• My Reports: Shows only reports created by the current user.
• All Reports: Shows all reports.
• Favorites: Shows reports marked as favorites by the current user.

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Creating a New Report

1. Go to Contact Center AI > Analytics > CONTACT CENTER > Reports.

2. Select New Report.

   

3. A new report page opens.

   

4. Choose a report type from the list (for example, Agent Activity Summary).

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Reports Tab

The Reports tab lists all generated reports. You can create new report instances, download, edit, view, and delete reports.

Report Types

The following report types are available when generating a new report:

• Agent Activity Summary Report
• Agent Login-Logout Report
• Interaction Details Report
• Queue Metrics Summary Report
• Agent Metrics Daily Report
• Agent Status Detail Report
• Agent Chat Metrics Report
• Queue Dispositions Report
• Queue Chat Metrics Interval Report
• Total Volumes Report
• IVR Containment Report
• Selected Hours Report
• Interaction Details by Segment Report
• Skill Metrics Daily Report

Select New Report and choose the desired report type from the list.

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Report Functions

Contact Center AI supports filters, scheduled report runs, on-demand runs, format and filter modifications, and bulk actions on reports.

Accessibility

You can restrict report visibility using one of two permissions:

1. Public (default) — visible to all users.
2. Private — visible only to the creator.

To change report access:

1. Select ⋮ under ACTIONS for the report.
2. Select Switch to Private to restrict access, or Switch to Public to make it available to everyone.

A private report is not visible to other users on the REPORTS tab.

Adding Filters

Contact Center AI lets you add data filters to narrow down report results.

Report Generation

When generating reports, choose either Run On Demand or Schedule.

Run on Demand

When creating or editing a report, select Run On Demand to trigger report generation immediately.

Schedule

To schedule a report:

1. Under Report Generation, select Schedule.

2. Select the Frequency (Hourly / Daily / Weekly / Monthly / Quarterly / Yearly).

3. Select the Day, Hour, Minute, and AM/PM.

4. Select the time zone.

   

5. The report generates automatically on the selected schedule. Use the toggle to enable or disable the schedule (applies only to scheduled reports).

   

Changing Filters, Formats, and Send To

When creating or editing a report:

Data Filters:

1. Select + Add Filter.

2. Select the required filters.

   

3. Select - to remove a filter.

Formats: Choose PDF or CSV output format.

Send To: Enter an email address or mailing list to share the report.

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Bulk Actions

Bulk actions let you run or delete multiple reports at once.

Run Now:

1. Select multiple reports from the list.

2. The Bulk Action menu appears at the top-left above the report list.

   

3. Select Run Now from the bulk actions menu.

   

4. A confirmation pop-up appears. Type RUN and select Yes, Run.

   

Delete Reports:

1. From the Bulk Actions menu, select Delete.
2. Type DELETE in the pop-up and select Yes, Delete.

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Actions

The following actions are available for each report:

• Edit

  

• View History

  

• Clone / Favorite / Unfavorite / Switch to / Delete

  

Edit

1. Navigate to the report and select Edit.
2. A pop-up appears for editing the report.
3. Make the necessary changes and select Save.

View History

1. Navigate to the report and select View History to see the last 5 runs.
2. Select the PDF icon to download a run in PDF format.

Cloning Reports

1. Navigate to the report and select ⋮.
2. Select Clone. A pop-up appears.
3. Select Save.

Favorite/Unfavorite

1. Navigate to the report and select ⋮.
2. Select Favorite or Unfavorite. A confirmation pop-up appears.

Deleting Reports

1. Navigate to the report and select ⋮.
2. Select Delete. A confirmation pop-up appears.
3. Select Yes, Delete.

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Related Link

• Reports List