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= Agents reports= | = Agents reports= | ||
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This page describes reports you can use to learn more about the performance of agents in your contact center. The reports in the '''Agents''' folder are ready-to-use, but as always, can be modified to suit your specific business needs. | This page describes reports you can use to learn more about the performance of agents in your contact center. The reports in the '''Agents''' folder are ready-to-use, but as always, can be modified to suit your specific business needs. | ||
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*[[HRCXIAgentGrpBusAtr|Agent Group Business Attribute Report]] | *[[HRCXIAgentGrpBusAtr|Agent Group Business Attribute Report]] | ||
*[[HRCXIAgentGrpIxnHndlng|Agent Group Interaction Handling Report]] | *[[HRCXIAgentGrpIxnHndlng|Agent Group Interaction Handling Report]] | ||
| + | *[[HRCXIAgentGrpMbrshpReportA|Agent Group Membership Details Report]] | ||
*[[HRCXIAgentGrpQueBusAtr|Agent Group Queue Business Attribute Report]] | *[[HRCXIAgentGrpQueBusAtr|Agent Group Queue Business Attribute Report]] | ||
*[[HRCXIAgentIxnHrchy|Agent Interaction Hierarchy Report]] | *[[HRCXIAgentIxnHrchy|Agent Interaction Hierarchy Report]] | ||
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*[[HRCXIAgentNtRdyRsnCd|Agent Not Ready Reason Code Report]] | *[[HRCXIAgentNtRdyRsnCd|Agent Not Ready Reason Code Report]] | ||
*[[HRCXIAgntOtbndCmpgnReport|Agent Outbound Campaign Report]] | *[[HRCXIAgntOtbndCmpgnReport|Agent Outbound Campaign Report]] | ||
| + | *[[HRCXIAgentOmniAct|Agent Omnichannel Activity Report]] | ||
*[[HRCXIAgentQueue|Agent Queue Report]] | *[[HRCXIAgentQueue|Agent Queue Report]] | ||
*[[HRCXIAgentSclEngagmnt|Agent Social Engagement Report]] | *[[HRCXIAgentSclEngagmnt|Agent Social Engagement Report]] | ||
Latest revision as of 19:13, December 2, 2020
Agents reports
Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to the latest documentation for Agent reports.
This page describes reports you can use to learn more about the performance of agents in your contact center. The reports in the Agents folder are ready-to-use, but as always, can be modified to suit your specific business needs.
Tip
Interactions pertaining to an agent are attributed to each group of which the agent is a member. So, in scenarios where an agent is a member of more than one agent group, interactions are counted against each group, and can therefore appear more than once in historical reports. Similarly, interactions that are attributed to queues that are members of more than one queue group are reported against both queue groups.About Agents reports
The following reports are available in the CX Insights > Agents folder:
- Agent Conduct Report
- Agent Details Activity Report
- Agent Group Business Attribute Report
- Agent Group Interaction Handling Report
- Agent Group Membership Details Report
- Agent Group Queue Business Attribute Report
- Agent Interaction Hierarchy Report
- Agent Interval Based Report
- Agent Login-Logout Details Report
- Agent Not Ready Report
- Agent Not Ready Reason Code Report
- Agent Outbound Campaign Report
- Agent Omnichannel Activity Report
- Agent Queue Report
- Agent Social Engagement Report
- Agent State Details Report
- Agent Summary Activity Report (Active)
- Agent Summary Activity Report (Interaction)
- Agent Utilization Report
- Agent Wrap Report
Related Topics:
- Go back to the complete list of available reports.
- Learn how to generate historical reports.
- Learn how to read and understand reports.
- Learn how to create or customize reports.
This page was last edited on December 2, 2020, at 19:13.
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