Monitoring & Reporting

The supervision items group together in a single tab the recordings, evaluations and qualifications, so that you can access them quickly in the Band. Please note that they are not to be confused with the supervision tab, which provides an overview of activities related to the three channels.

[Reading time: 3 minutes] Overview An Exploration is created in the Reporter, either from the Data Sources module or directly...

A KPI (Key Performance Indicator) is used to measure performance: number of calls, average duration, quality of service, etc. They are created in the Reporter's Explorations, and can then be used in dashboards or exported.

In an exploration, the calculated data is used to create a KPI that is not available with the proposed models, or to refine an existing KPI. In this article, we'll look at how to create and use them.

To help users make the most of the Reporter, each data source for agents is explained here, along with its columns.

To help users make the most of the Reporter, each data source for the email flow is explained here, along with its columns.

To help users make the most of the Reporter, each data source for the multi flow is explained here, along with its columns.

Overview To help users make the most of the Reporter, each data source for the invoices is explained here, along...

Overview To help users make the most of the Reporter, each data source for the Smart Routing path(s) is explained...

Overview To help users make the most of the Reporter, each data source for the voice flow is explained here,...

Overview To help users make the most of the Reporter, each data source for the messaging flow is explained here,...

[Reading time: 2 minutes] OVERVIEW This functionality allows you to transform customer cases into a data source for generating reports...

[Reading time: 4 minutes] Overview Scheduled reports are created from an exploration. They are used to automatically generate, at a...

[Reading time: 1 minute] Overview The Reporter exports module displays a list of your previous exports from data sources or...

[Reading time: 3 minutes] Overview The Dashboards module in the Reporter allows you to create and customize statistical dashboards with...

[Reading time: 3 minutes] Overview The Explorers module in Reporter allows you to visualize statistics from Smart Routings (SR) —...

[Reading time: 2 minutes] Overview The Scenarios module in Reporter allows you to schedule automatic and dynamic displays of multiple...