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Portuguese (Brazil) The reports are located in the fifth position of the main menu.
- Download screenshot: a screenshot of all the metrics and graphs of the view is taken.
- Download CSV: a zip folder is downloaded with a CSV file for each metric of the current view where the data and attributes of the users who have performed the action are detailed.
- Download screenshot: a screenshot of the metric or graph is taken.
- Download CSV: a CSV file of the metric is downloaded where the data and attributes of the users who have performed the action are detailed.
Omnichannel inbox reports
- Inbox overview: This report analyses the team's workload, the status of the inbox, and customer satisfaction.
- Inbox performance: This report analyses resolution speed, productivity, team workload, and how certain inbox resources are being used.
- Agent performance: This report allows managers to check the individual performance of team agents, or allows agents themselves to evaluate their own performance across a variety of metrics.
Voice call reports
- Voice call overview: this report allows you to measure various aspects of calls: workload, customer satisfaction, resolution and wait times, etc.
- Agent performance: this report allows managers to check the individual performance of agents who have call permissions, or for agents themselves to evaluate their own performance across a range of metrics.
Location of the voice reports menu. The central panel in this screenshot shows the inbox overview, not voice metrics.
Comparing agents and teams
In the inbox and agent performance reports, aggregated average times are calculated from the total time and the number of cases included. They are not a simple average of the averages for each agent or team.
For example, one agent with a single 60-second case and another with three 600-second cases have a combined average of 465 seconds: (60 + 3 × 600) / 4. Averaging 60 and 600 would give 330 seconds, which would not represent those four cases.
Use the same metric, period and equivalent filters when comparing results. Do not add average times or percentages across teams. A result with no cases does not demonstrate an immediate reply.
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