Hybrid chat provides a number of different reports including, Agent Availability, Chat productivity, Chat Detail, Chat Volume by Queue, Chat Volume by Channel, and Agent Chat Productivity. All these reports are shipped with a basic Hybrid Chat license in Cisco CUIC. These can also be enabled in any third-party tools that you use. Hybrid Chat, in this case, will expose its reporting DB.
Reports are developed on the following solutions. See the report's availability status on each under the Status column.
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CUIC - Cisco Unified Intelligence Center for UCCX and UCCE - Used when Hybrid Chat run in integrated mode with Cisco contact center.
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EFBI - Expertflow Reporting solution on Windows with SQL Server backend - May be used when Hybrid Chat is deployed in a standalone mode.
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EFBI-Custom - A customized implementation of EFBI - Used on some legacy deployments.
TitleReport SummaryStatus(3.15) Agent Availability for Chat ReportDay Wise statistics on agent availabilityCUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom DEVELOPED(3.15 ) Agent Chat Leg Detail ReportShows a detail of all conversation legs handled/answered by the agents including RONA legs. The actual number of conversations may be different.CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom DEVELOPED(3.15 ) Chat Volume By QueueDisplay the summary of Queue Wise Offered ChatsCUIC DRAFT, EF-BI NOT_DEVELOPED, EFBI-Custom DRAFT(3.15 ) Chat Volume By BotChannel-Wise Daily Chat StatisticsCUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED(3.15 ) Chat Volume By ChannelChannel-Wise Daily Chat StatisticsCUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom NOT DEVELOPED(3.15 ) Agent Chat Productivity by ChannelDaily Agent productivity by Chat reportCUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED(3.15 ) Agent Chat Productivity by QueueDaily Agent Productivity by Queue ReportCUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPEDAgent Availability for Chat ReportDay Wise statistics on agent availabilityCUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom DEVELOPEDAgent Chat Productivity by ChannelDaily Agent productivity by Chat reportCUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPEDAgent Chat Productivity by QueueDaily Agent Productivity by Queue ReportCUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPEDChat Volume By QueueDisplay the summary of Queue Wise Offered ChatsCUIC DRAFT, EF-BI NOT_DEVELOPED, EFBI-Custom DRAFTChat Volume By ChannelChannel-Wise Daily Chat StatisticsCUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom NOT DEVELOPEDAgent Chat Leg Detail ReportShows a detail of all conversation legs handled/answered by the agents including RONA legs. The actual number of conversations may be different.CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom DEVELOPEDChat Volume By BotChannel-Wise Daily Chat StatisticsCUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED