About reports, views, and dashboards


Managers, supervisors, and agents can use dynamic views, dashboards, and reports to see contact center performance and metrics. 

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.


Work with views

Customize views to see only the data for the dates you need. Save your current view and settings to return quickly to that data. Download the data for more analysis or to share with others. Activate agents in queues so that agents work the queues where you need them. Change an agent’s status from the Queues Activity Detail view. 


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. Download past reports for up to 90 days after you create them.


Reports list


Configure analytics options


Metric definitions

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