Reports
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.
- CUIC - Cisco Unified Intelligence Center for UCCX and UCCE - Used when Hybrid Chat run in integrated mode with Cisco contact center.
- EFBI - Expertflow Reporting solution on Windows with SQL Server backend - May be used when Hybrid Chat is deployed in a standalone mode.
- EFBI-Custom - A customized implementation of EFBI - Used on some legacy deployments.
| Title | Report Summary | Status |
|---|---|---|
| Agent Chat Leg Detail Report | Shows 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 |
| Chat Volume By Queue | Display the summary of Queue Wise Offered Chats | CUIC DRAFT, EF-BI NOT_DEVELOPED, EFBI-Custom DRAFT |
| Chat Volume By Bot | Channel-Wise Daily Chat Statistics | CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED |
| Chat Volume By Channel | Channel-Wise Daily Chat Statistics | CUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom NOT DEVELOPED |
| Agent Chat Productivity by Channel | Daily Agent productivity by Chat report | CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED |
| Agent Chat Productivity by Queue | Daily Agent Productivity by Queue Report | CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED |
| Agent Availability for Chat Report | Day Wise statistics on agent availability | CUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom DEVELOPED |
| Agent Chat Productivity by Channel | Daily Agent productivity by Chat report | CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED |
| Agent Chat Productivity by Queue | Daily Agent Productivity by Queue Report | CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED |
| Chat Volume By Queue | Display the summary of Queue Wise Offered Chats | CUIC DRAFT, EF-BI NOT_DEVELOPED, EFBI-Custom DRAFT |
| Chat Volume By Channel | Channel-Wise Daily Chat Statistics | CUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom NOT DEVELOPED |
| Agent Chat Leg Detail Report | Shows 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 |
| Chat Volume By Bot | Channel-Wise Daily Chat Statistics | CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED |