Reports

8.1 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 based on the selected date duration data will be loaded up.

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Fig: 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 the 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

Open

Fig: report-task-report-listing-2

8.2 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 based on the selected date duration data will be loaded up.

The agent report shows the following information:

• Code: agent code

• Name: Name of agent

• Total Tasks: Total number of tasks that have 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: the average time required by the agent to complete tasks

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