Reports

Title Icon Caption Tools IsActive Class Query Filters Description CreatedAt UpdatedAt Uid ToolsAttribs CreatedBy UpdatedBy Segments Slug ShowTitleCaption ShowTitleDescription
ICT Agents Outbound Calls Report mdi-phone-outgoing Generate report on call center outgoing external calls done. {"report-export-toolbar": {}, "time-dimension-toolbar": {}, "users-dimension-toolbar": {"direction": "outbound", "departmentsWhereQ": {"slug_in": ["ict"]}, "fromUserDepartments": true}} column Calls that were made to the public by agents. Data does not include internal calls (agent to agent). 6/13/2022 7:46:30 PM 6/13/2022 8:00:46 PM 1 1 ict-agents-outbound-calls-report
Totals Calls - Dashcard mdi-phone row q-gutter-md {"filters": [], "measures": ["Calls.from_public_count", "Calls.offered_to_users", "Calls.ignored_by_users", "Calls.answered_by_users", "Calls.total_duration", "Calls.service_level_offered", "Calls.abandoned_at_offer_count", "Calls.to_public_count", "Calls.answered_by_publics", "Calls.ignored_by_publics", "Calls.voicemails", "Calls.service_level_to_public"], "timeDimensions": [{"dimension": "Calls.created_at"}]} Calls dashcard 4/10/2022 9:09:29 AM 6/13/2022 9:54:10 PM totals-calls-dashcard 1 1
User Queries Dashcard ti-ticket column {"order": {"ConversationCreatedBy.createdAt": "desc"}, "filters": [], "measures": ["ConversationCreatedBy.count", "ConversationUpdatedBy.count", "ConversationResolvedBy.count"], "dimensions": ["UsersPermissionsUser.username"], "timeDimensions": [{"dimension": "ConversationCreatedBy.createdAt"}]} Queries dashcard 4/10/2022 6:38:50 PM 6/13/2022 10:04:56 PM queries-dashcard 1 1
ICT Agents Inbound Calls Report mdi-phone-incoming Generate report on external calls once they have been queued and allocated to agents. {"users-dimension-toolbar": {"teledom": "#sticky-toolbar-right", "direction": "inbound", "eventsRange": "broadcast", "departmentsWhereQ": {"slug_in": ["ict"]}}} column {"measures": ["Calls.offered_to_users", "Calls.ignored_by_users", "Calls.answered_by_users", "Calls.total_avg_duration", "Calls.service_level_offered"], "segments": ["Calls.from_public", "Calls.to_user", "Calls.thru_ict_cc"], "dimensions": ["CallTo_Phonenumbers.number", "CallTo_Phonenumbers_Users.username"], "timeDimensions": [{"dateRange": "last month", "dimension": "Calls.created_at"}]} Outside calls that were received and offered to agents. Data does not include internal calls (agent to agent). 6/5/2022 10:08:11 AM 6/13/2022 8:01:14 PM ict-agents-inbound-calls-report 1 1
ICT Callcenter Inbound Calls Report mdi-chart-bar Provides information related to how call center incoming calls were handled. {"report-export-toolbar": {}, "time-dimension-toolbar": {}, "users-dimension-toolbar": {"departmentsWhereQ": {"slug_in": ["ict"]}}} column {"filters": [], "measures": ["Calls.count", "Calls.has_ivr_conversations_count", "Calls.no_ivr_conversations_count", "Calls.total_avg_wait", "Calls.abandoned_in_callcenter_count", "Calls.offered_to_users", "Calls.ignored_by_users", "Calls.abandoned_at_offer_count", "Calls.answered_by_users", "Calls.total_avg_duration", "Calls.service_level_offered"], "segments": ["Calls.from_public", "Calls.was_call", "Calls.thru_ict_cc"], "dimensions": [], "timeDimensions": [{"dateRange": "last month", "dimension": "Calls.created_at"}]} {"applyPhonenumbersFilter$": {}} Provides information related to how call center inbound calls were handled. 6/4/2022 4:01:22 PM 6/9/2022 3:58:13 PM ict-callcenter-inbound-calls-report 1 1
Inbound Queries & Incidents Report mdi-chart-bar Inbound Queries and Incidents {"report-export-toolbar": {}, "time-dimension-toolbar": {}, "users-dimension-toolbar": {"fromUserDepartments": true}} column {"wip: applyUserDeptsUsernamesFilter$": {}} List of Queries logged to QRC, General accounts attended, Incident logged per service, and their related answered calls. 10/10/2021 11:17:42 PM 6/13/2022 9:50:11 PM inbound-queries-and-incidents-report 1 1
User Activity Report mdi-chart-donut-variant Shows user status activity logs. {"report-export-toolbar": {"teledom": "#sticky-toolbar-right"}} column {"order": {"StatuslogStatus_Statuses.label": "asc"}, "measures": ["Statuslogs.count"], "dimensions": ["StatuslogStatus_Statuses.label", "StatuslogStatus_Statuses.caption"], "timeDimensions": [{"dateRange": "last month", "dimension": "Statuslogs.created_at"}]} {"applyUserDeptsUsernamesFilter$": {"type": "ProfileUser_Users.username"}} Shows user status activity logs. For overall system efficiency and stability, the report data only stretches back three months. 10/10/2021 6:58:20 PM 6/12/2022 3:45:00 PM user-activity-report 1 1
QRC Agents Counters Report mdi-chart-bar Detailed report of QRC agents' queries. {"report-export-toolbar": {}} column {"order": {"Conversations.count": "desc"}, "measures": ["Conversations.count", "ConversationCreator_Users.count", "ConversationUpdator_Users.count", "ConversationResolvedBy_Users.count", "ConversationAssignedTo_Employees.count"], "segments": ["Conversations.was_created_by_employee"], "dimensions": ["ConversationCreator_Users.username"], "timeDimensions": [{"dimension": "Conversations.created_at"}]} High level counter report of QRC agents' queries. 10/10/2021 6:09:28 PM 6/13/2022 9:33:32 PM qrc-agent-report 1 1 qrc-agents-report
Call Center High Water Marks Report mdi-chart-bar {"report-export-toolbar": {}, "time-dimension-toolbar": {}, "users-dimension-toolbar": {"fromUserDepartments": true}} column {"applyPhonenumbersFilter$": {"type": ["CallTo_Phonenumbers.number", "CallFrom_Phonenumbers.number"], "logic": "or", "context": "this.context"}} 6/29/2020 8:44:26 AM 6/13/2022 9:54:43 PM call-center-high-water-marks-report 1
IDZ Callcenter Inbound Calls Report mdi-chart-bar Provides information related to how call center incoming calls were handled. {"report-export-toolbar": {}, "time-dimension-toolbar": {}, "users-dimension-toolbar": {"departmentsWhereQ": {"slug_in": ["inbound_1", "inbound_2"]}}} column {"filters": [], "measures": ["Calls.count", "Calls.has_ivr_conversations_count", "Calls.no_ivr_conversations_count", "Calls.total_avg_wait", "Calls.abandoned_in_callcenter_count", "Calls.offered_to_users", "Calls.ignored_by_users", "Calls.abandoned_at_offer_count", "Calls.answered_by_users", "Calls.total_avg_duration", "Calls.service_level_offered"], "segments": ["Calls.from_public", "Calls.was_call", "Calls.thru_inbound_cc"], "dimensions": [], "timeDimensions": [{"dateRange": "last month", "dimension": "Calls.created_at"}]} {"applyPhonenumbersFilter$": {}} Provides information related to how call center inbound calls were handled. 6/26/2020 8:26:13 AM 6/8/2022 3:42:47 AM idz-callcenter-inbound-calls-report 1
Dispositions Report mdi-chart-bar Count monthly Dispositions {"report-export-toolbar": {}, "users-dimension-toolbar": {"fromUserDepartments": true}} column reverse {"order": {"Conversations.count": "desc"}, "measures": ["Conversations.count"], "dimensions": ["ConversationDisposition_Dispositions.title"], "timeDimensions": [{"dimension": "Conversations.created_at"}]} {"applyUserDeptsUsernamesFilter$": {"type": ["ConversationCreator_Users.username", "ConversationUpdator_Users.username", "ConversationResolvedBy_Users.username"], "logic": "or"}} 6/3/2020 12:28:26 AM 6/13/2022 8:53:17 PM dispositions-report 1
IDZ Agents Outbound Calls Report mdi-phone-outgoing Generate report on call center outgoing external calls done. {"report-export-toolbar": {}, "users-dimension-toolbar": {"direction": "inbound", "departmentsWhereQ": {"slug_in": ["inbound_1", "inbound_2"]}}} column {"measures": ["Calls.count", "Calls.answered_by_publics", "Calls.ignored_by_publics", "Calls.total_avg_duration", "Calls.service_level_made"], "segments": ["Calls.to_public", "Calls.from_user"], "dimensions": ["CallFrom_Phonenumbers.number", "CallFrom_Phonenumbers_Users.username"], "timeDimensions": [{"dateRange": "last month", "dimension": "Calls.created_at"}]} Calls that were made to the public by agents. Data does not include internal calls (agent to agent). 6/2/2020 3:31:26 PM 6/13/2022 7:59:47 PM outgoing-calls-report 1 idz-agents-outbound-calls-report
IDZ Agents Inbound Calls Report mdi-phone-incoming Generate report on external calls once they have been queued and allocated to agents. {"report-export-toolbar": {}, "users-dimension-toolbar": {"direction": "inbound", "departmentsWhereQ": {"slug_in": ["inbound_1", "inbound_2"]}}} column {"filters": [], "measures": ["Calls.offered_to_users", "Calls.ignored_by_users", "Calls.answered_by_users", "Calls.total_avg_duration", "Calls.service_level_offered"], "segments": ["Calls.from_public", "Calls.to_user", "Calls.thru_inbound_cc"], "dimensions": ["CallTo_Phonenumbers.number", "CallTo_Phonenumbers_Users.username"], "timeDimensions": [{"dateRange": "last month", "dimension": "Calls.created_at"}]} Outside calls that were received and offered to agents. Data does not include internal calls (agent to agent). 3/2/2020 1:10:48 PM 6/13/2022 7:58:08 PM idz-agents-inbound-calls-report 1
QRC Queries Overview Report mdi-chart-line High-level overview of open QRC queries {"report-export-toolbar": {}, "users-dimension-toolbar": {"fromUserDepartments": true}} column {"order": [["Conversations.id", "asc"]], "filters": [{"member": "ConversationConversationType_Conversationtypes.type", "values": ["query-resolution-center"], "operator": "equals"}], "measures": ["Conversations.turnaroundTime"], "dimensions": ["Conversations.id", "Conversations.created_at", "Conversations.updated_at", "ConversationRegion_Regions.name", "ConversationCategory_Categories.label", "ConversationSubcategory_Categories.label", "Conversations.subject", "ConversationAccount_Accounts.number", "Conversations.isOpen", "ConversationCreator_Users.username", "ConversationAssignedTo_Employees.number", "ConversationResolvedBy_Users.username", "Conversations.resolvedAt"], "timeDimensions": [{"dateRange": "last month", "dimension": "Conversations.created_at"}]} {"applyUserDeptsUsernamesFilter$": {"type": ["ConversationCreator_Users.username", "ConversationResolvedBy_Users.username"], "logic": "or"}} Shows a high-level list of all open QRC queries. This helps to determine open queries, their state, age and processes required in a quick table view. 1/29/2020 5:24:06 PM 6/13/2022 1:38:43 AM qrc-queries-overview-report 1