This report provides data on agent-contact interactions.
Where to find this template
See Add a Report to your report page for instructions on accessing this report.
About a report based on this template
This report uses the Agent dataset from the database.
This is a detail report with one line per agent interaction.
This report has the potential to include a very large amount of data and to seriously degrade the performance of the contact centre while the report is being generated. Please exercise care when first creating this report by sensible selection of filters.
Filtering is available by:
Filter
Recommendation
Campaign
Select the name of the campaign(s) you wish to be included in the report.
Agent
Select the name of the agent(s) you wish to be included in the report.
Call Direction
The available options are: in, out, unknown.
Call Type
The available options are: agent call, call, diverted call, diverted queue call, email, extension, manual call, outbound, SFDC outbound.
Timestamp
Refer to the Timestamp Report Filters for an explanation of these filters. The default setting for this report is: To Date 8 hours.
