Historical reports overview
    • 03 Apr 2024
    • 6 Minutes to read
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    Historical reports overview

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    Article summary

    Who should read this article: Administrators, Supervisors

    Access key data about the performance of your contact center and schedule regular reports.

    Introduction

    Voiso historical reports enable you to create reports about the performance of your contact center Agents, Queues, answer-seizure ratio (ASR), billing, sensitive data access, and Wrap-up code usage. You can run most reports manually and on-demand. Some reports may also be scheduled to run regularly.

    Tip

    The time in Historical reports is displayed according to the time zone of the contact center, not the user.

    Create a report

    To create a new report, click Create report to display the Create report page. Manual reports can be downloaded to a CSV file for further processing outside the Voiso application. After they are run, scheduled reports are emailed to specified recipients. Choose a report from the Report type menu.

    Reporting Create Report Default Page

    Refer to the following report articles for how to create, schedule and run specific reports:

    ReportDescriptionManualScheduled
    Agent ListDisplay a wide variety of agent metrics to evaluate Agent performance
    In-queue AbandonsShow the percentage of calls abandoned by contacts waiting in Queue
    In-queue Abandons - Per HourShow the percentage of calls abandoned per hour by contacts waiting in Queue
    Redial CounterShow the number of call attempts to a destination number during the report period
    Agent List - Per HourDisplay agent metrics calculated for each hour in a day
    ASR by country by hourShow the ratio of the number of successfully connected calls to the number of call attempts by specified country per hour in a day
    ASR by countryShow the ratio of the number of successfully connected calls to the number of call attempts by country
    ASR per Caller IDShow the ratio of the number of successfully connected calls to the number of attempted calls by specified Caller ID
    Billing reportOutbound calling billing summary by user, Dialer Campaign, and team
    Sensitive Data Access ReportMonitor access to sensitive data, such as call recordings, by a specific user
    Wrap-up codesWrap-up code usage by team for a specified time period
    Agent - Daily Sign-in and Sign-outA daily record of the first sign-in (login) and last sign-out (logout) timestamps for selected agents or teams.

    In the Report options section, specify a date or date range and other parameters specific to the report type.

    Next, configure the report-specific parameters, then click Run report to see the results. Refer to the individual report articles, linked from the table, for details about each report type.

    Scheduled reports

    If the report supports scheduled reports, click Create scheduled report to display the Schedule this report section.

    Reporting Create Report View Schedule This Report Section

    The Schedule this report section supports the following parameters:

    ParameterDescription
    Report frequencyFrom the menu, select Daily, Weekly, or Monthly. Weekly reports are sent each Monday. Monthly reports are sent on the first day of each month.
    When to sendUse the time selector up and down arrows to specify a time in your timezone to run the report.
    Report nameThe name of the report to be included in the email sent to the recipients.
    RecipientsA list of email addresses that will receive the report at the scheduled time.

    Enter the parameters, then click Schedule report.


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