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Back to Analytics Overview The Total Volumes Report provides comprehensive statistics on conversations including counts and duration, categorized by channel and direction, within a specified time frame. Administrators and supervisors can view the total number of conversations, duration, cumulative agent minutes expended, and filter by date and timezone.

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Generating the Report

  1. On the Reports tab, select New Report.
  2. In the list of reports, choose Total Volumes Report.
  3. Enter the Report Name and Report Description.
  4. Select the Time Period.
  5. Select Report Generation and choose from the following options:
    • Run On Demand
    • Schedule — You can create up to six schedules (only one if you select Hourly). Schedule Options
  6. Select Format: CSV
  7. Enter a Send To address (single email address or mailing list).
  8. Select Create.
  9. The Total Volumes Report is generated. Total Volumes Report Created
  10. Select the Run icon next to the report instance. Run Total Volumes Report
  11. Select the CSV icon to generate the report output. Total Volumes Report CSV
  • The Total Volumes Report is available only in CSV format.
  • The red dot beside the report indicates it was generated within the last 24 hours.
The report is generated and available for download. Total Volumes Report Output