About reports, views, and dashboards


Views

Dynamic views display historical and real-time metrics for the contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks, and workforce management. Configure and personalize views to meet your business needs, including selecting the date range, showing and hiding columns, selecting media types, and filtering by user, queue, or details.


Work with views

Choose to see only the data and dates that you need in a view. Choose to show only the data for a group of users or queues. Save your current view and settings to return quickly to that data. Choose a dynamic date range when you save to access today’s, yesterday’s, last week’s, or last month’s data relative to the day you access the view. Download the data for more analysis or to share with others.


Dashboards

Monitor the real-time activity for the contact center, including service level, ASA, and the number of customers interacting and waiting. View assigned and completed interactions. Monitor evaluation and calibration activity for the contact center. 


About reports

Use reports to see past metrics and data about the contact center. Learn about reports and how to choose the report for your needs. Troubleshoot and find answers to common questions about reports.


Work with reports

Set up and run reports about interaction, agent, and contact center metrics. View an example of each report to see the type of data contained in the report. View past reports for up to 90 days.


Reports list


Metric definitions

Learn the definitions of common metrics used in the reports, dashboards, and views.