Reports

Reports ->Task Report

The task report shows a summary of the most important information for tasks in UCC. “Date From” and “Date To” need to be selected and the filter button needs to be clicked and based on the selected date duration data will be loaded up.

Fig x: report-task-report-listing-1

The task report shows the following information:

Code: the task code
Name; anime of the task
Target Type: Conversation/Email/Voice
Task Status:: status of task example:- Canceled/Completed/Agent_Assigned and so on
Channel: WHATSAPP/TELEGRAM and such
Total Duration: how long task has lasted and if it is ongoing
Created Date
Last Modified Date

This information can be exported using the “Export CSV” button highlighted in the screenshot below

Fig x: report-task-report-listing-2

Reports ->Agent Report

The Agent report shows a summary of agent activities in UCC. “Date From” and “Date To” need to be selected and the filter button needs to be clicked and based on the selected date duration data will be loaded up.

Fig x: report-agent-report-listing-1

The agent report shows the following information:

Code: agent code
Name: Name of agent
Total Tasks: Total number of tasks that has been assigned to the agent
Completed Tasks: Total number of tasks that has been completed by the agent
Canceled Tasks: Total number of tasks assigned to the agent that have been canceled
In-Progress tasks: tasks that are currently being handled by the agent
Average duration: average time required by agent to complete tasks

The report can also be exported as CSV using the “Export CSV” button

Fig x: report-agent-report-listing-2