Viewing Your Reports

While you are working in the GPlus Adapter for Salesforce, you can view reports and statistics at any time. This information is important for you to see so that you can gauge the call wait times and monitor your Key Performance Indicators (KPIs).

Reports and statistics are available to you through the main menu. You can access the following adapter views:

• Reports
• My Statistics
• Contact Center Statistics

Reports View

The Reports view for voice interactions displays two pages: My Call Activity and My Handle Time. To navigate between the pages, use the arrows on the left and right side of the adapter.

• On the My Call Activity page, you can view a diagram that represents the averages of calls per hour and call time. Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.
• On the queue statistics page, you can select a queue from the drop-down list and see corresponding statistics such as the number of calls waiting, the maximum wait time, and the average wait time.
• On the My Handle Time page, you see metrics (in minutes) for Total time, Talk time, Wrap Up time, Ready time, and Hold time.

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