Expertflow CX comes with various tabular and graphical historical reports that are available out of the box as part of the release. In the following sections, we'll go deeper into the details of each of those reports.
All reports listed in the document are historical reports. Data in the reports are only updated once a conversation or channel session becomes a part of the history. Usually, this is updated as per the ETL intervals defined during deployment. By default, this is set to 5-minute intervals.
A conversation that is routed to an agent won't be reflected in the historical reports below until closed by the agent from Agent Desk (in case of an external agent application, this happens when the Unsubscribed event is fired to Agent Manager to remove an agent from the conversation)
For all dropdown filters, note that the data is only filtered using one value and not with multiple values. So if more than one value is specified in the filters, the report records having either one of the said values will appear but will exclude the records where both of the specified filter values exist. For instance, if an agent joined several conversations while some of them were also joined by some other agents, the results will display only the records where this agent was the only agent while skipping those where this agent was present along with some other agents.
|IVR Summary Report
Shows the summary report of the IVR activities per day
|IVR Detail Report
Shows detail IVR journey of the customer for each call
|Conversation Volume by Disposition
Shows a bar chart display of the total number of conversations handled by Agent, Bot and Network
|Queue-wise Stats Summary
|Provides the count of requests received per queue such as the number of chats or calls in case of voice offered, DONE, cancelled, transferred etc. to view and analyze the performance of queues.
Provides the count of conversations along with associated wrap-up category and reason
|Queue Stats Today
Provides statistics of a queue for the current day since midnight
|Historical Conversation Summary
Summarises all conversations over a period of time regardless of the channel type and the queue
|Agent Availability Report
Provides MRD-wise agent's availability statistics for each agent of the team to take necessary measures to improve the contact center performance.
|Agent State Analysis Report
Provides the summary of time duration of agents' state in ready or not ready state and the reason of being in a not ready state. This helps the business to monitor the duration of the agent in each particular state for better visualization.
|Agent Productivity By Queue
Provides the concise summary of an agent's productivity by a queue, and also highlights the total number of tasks assigned to the agent per queue.
Provides the details of a customer conversation including a conversation's direction, queue name, list name, start time, end time, duration, agent's name, customer's name, routing mode of the conversation, transferred count, percentage of agent/bot participation, transcript, and disposition.
|Agent Task Detail
Shows a detail of all conversation tasks handled/answered by the agent on queue including RONA.
|Transferred Tasks per Queue
Shows the count of all tasks transferred out from a specific queue in the form of bar chart.
|Channel Session Detail
Provides the details of each individual channel session in a conversation
|Channel Stats Summary
Summarises all conversations opened for a particular channel during a particular period of time
|Channel Stats Graph
Shows the percentage of channel sessions closed due to a particular disposition.
|Queue Flushed Conversation Count
|Displays the count of conversations closed forcefully in each queue by the administrator or supervisor