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Reports

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Clarity Connect offers an array of reports capturing data on contact center performance, agent performance, call flows, and more. Historical performance reports are stored here and are available to users depending on their authorizations (Figure 1).

Figure 1 Reports page

You must configure reports before using them. See Report Configuration for more information.

Reporting Services

To view information on report troubleshooting, see Clarity Connect knowledge base articles in the Support Portal.

When viewing reports, keep the following in mind:

  • All reports are based on current configurations for business units, teams, and groups.
  • Durations and averages are rounded to the nearest second.
  • Time is formatted as hh:mm:ss, where hh (hours) may be greater than 24. For instance, a time period of five days, two hours, 30 minutes, and 15 seconds will be shown as 122:30:15.
  • When viewing a row of data, sometimes values do not sum up exactly. For example, a single call that had 30.4 seconds of talk time and 20.4 seconds of after call time would display as having 00:00:30 talk time, 00:00:20 after call time, and 00:00:51 (50.8 seconds rounded up) handle time.
  • For reports that include start time and end time as parameters, Clarity Connect includes data between the start time and end time on each day (in the selected time zone) for each date in the selected range.
  • The M_IncludeIncompleteDOD config value impacts the DirectOutboundCall count in the FactAgent table. If this config value is set to False, incomplete direct outbound dial sessions will not be counted toward the agent's direct outbound dial count.

Session transfers affect reporting in the following ways:

  • The wrap-up agent is changed for a cold transfer, completing a consult (warm transfer), and transferring a session to an invitee. The wrap-up agent is not changed for a re-enqueue, however.
  • # of Calls and Your # Handled counts for transfer target agents are not incremented by transfers.
  • Transfers are not counted as extra queued calls or answered calls in any reports.
  • Any transfer creates an Agent Participation for the transfer target agent; detailed information on this is available on the Session Search page of the website.
  • Re-enqueue is a special transfer that creates an entirely new session with the caller. The new session is assigned to the chosen queue. The existing session is then closed.
  • Transfer to voice mail sends a session directly to an agent’s voice mail; the agent that receives the voice mail does not become the wrap-up agent or get any talk time for that session.
  • If any type of transfer to a contact is performed and that contact is also an agent, Connect will treat that as an agent transfer.
  • Transfers to non-agents and PSTN numbers are treated as if the call has been transferred out of the system.

Agent Level Reports

Agent level reports include the Agent Call Report, Agent Disposition Recording Report, Agent History Lookup Report, Agent Hours Report, Agent State Detail Report, Agent Status Report, and Away Reason Code Report.

Agent Call Report

This report provides an overview of an agent’s activity for both voice and IM sessions over a selected time period, including metrics such as session count, session time, unique dials, escalations, handle time, and more.

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.

Direct inbound or direct outbound indicates the call was proxied through Clarity Connect (to or from the agent’s extension or SIP address) and was not routed via the IVR queue.
Clarity Connect does not require agents to execute distinct log on and log off actions to become available to take calls or to go “off phone.” Because of this, log on and log off times are based on the agent’s Skype for Business presence and/or lack of activity. Rarely, this will lead to the report displaying an inaccurate number of days under the Work Days column.

Agent Disposition Recording Report

This is a compliance report designed to use with agents who are required to enter dispositions for each session. This report identifies both the number and percentage of voice and IM sessions the agent entered dispositions for.

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.

The Agent Disposition Recording Report displays the number of sessions for which an agent was the wrap-up agent and the number of calls for which a call disposition was set from the Agent Console (or shortly after the session completes from the Session Search page). Information for sessions where the agent was just the responding agent or involved in a consult are not included in this report as it is the responsibility of the wrap-up agent to set a call disposition.

Agent History Lookup Report

This report provides a complete history of an agent's status changes for a selected time period.

Parameters include start date, end date, and agent.

Select a date range for the report, select an agent, and then click Search (Figure 2). A complete history of the agent's status changes appears for the selected time period (Figure 3).

Figure 2 Agent History Lookup Report

 

Figure 3 Agent History Results

Agent Hours Report

This report provides a short summary of an agent’s work day, broken down by time spent available, in a call, busy, and away, as well as when the agent logged in and logged out of Clarity Connect.

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.

Work Hours are calculated as the lessor of either the first status that indicates the agent is present until the last status that indicates the agent is present OR a summation of all statuses that indicate the agent is present. This is done in order to more accurately account for agents logging back on late at night or agents not logging out of their system at night, so their presence remains in an Away state for an extended period.
The Agent Hours Report is based on an agent’s Agent Status. In a Call time includes any time the agent was in any type of session during the report timespan. A call initiated before the set time span and continued into the time span will add to the In a Call time.
The Available, In a Call, Busy, and Away Time columns display the time in each status for the selected duration of the report.

Agent State Detail Report

This report shows every state change an agent went through in a given interval, including the away reason code he or she supplied (if entered).

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.

This report does not display any state changes lasting fewer than 0.5 seconds. All state change durations are rounded to the nearest second.

Agent Status Report

This report groups agents by team and includes the number of answered sessions, a breakdown of each answered session, and a summary of team performance versus individual agent performance.

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.

Answered voice counts may include queued, direct inbound, and direct outbound calls.
If the agent answers an IM session and escalates it to voice, it will count as one answered chat and one escalation.
On phone time, chat time, and talk time include all time an agent was in a session with a customer, including consultations and invitations, even if that session was active before the set reporting time frame and carried over into the beginning of the set time frame.
Call centers with agents handling multiple simultaneous sessions should keep the following in mind:
  • An agent can never have more chat minutes than logon minutes, even if handling multiple IMs at once. Handling two IMs simultaneously that both take five minutes is counted as five minutes of chat time—not ten minutes.
  • Occupancy rate measures the percentage of time an agent handles customer calls. Occupancy does not distinguish between how many calls are being handled at once.
  • Handling one call for ten minutes out of 100 logged on minutes counts as a 10% occupancy rate. Handling two calls simultaneously for ten minutes out of 100 logged on minutes also counts as a 10% occupancy rate.

Away Reason Code Report

This report breaks down how much time an agent spent in each session status per 15 minute interval.

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.

Queue Level Reports

Queue level reports include the Queue Call Detail Report, Queue Level Report, and Queue Session Report.

Queue Call Detail Report

This report displays information about each session that went through Clarity Connect.

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and queue.

Queue Level Report (Voice Only)

This report is designed to allow supervisors to drill down into queues to identify the topic of calls (if disposition is set by agent) and various metrics for each type of call that came in through the IVR.

This report is designed for contact centers that only handle voice calls. The data for chats will not be displayed in this report. Use the Queue Session Report instead.

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and queue.

Queue Session Report

This report allows supervisors to drill down into queues to identify the topic of sessions (if disposition is set by the agent) and various metrics for each type of session encountered that was not a direct proxied session.

This report is designed for contact centers that handle both voice calls and chats. Data is grouped by disposition, then sub-disposition, and finally by modality.

Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and queue.

Message Level Reports

Message level reports include the Message Agent Report, Message Data Report, and Message Queue Report.

Message Agent Report

This report allows supervisors to identify all messaging metrics at an agent level. Data is grouped by agent.

Parameters include start date, end date, start time, end time, time zone, business units, group, teams, and agents.

Message Data Report

This report shows every message that went through Clarity Connect, giving customers a complete view of information that can be aggregated and summarized using whatever technology is most familiar (Excel, MatLab, etc.) if Clarity Connect’s standard reports do not provide the desired data or aggregation type.

Every message session that goes through Clarity Connect contains a line on this report. The columns provide information to assist in filtering and summarizing as needed.

Parameters include start date, end date, and time zone.

Message Queue Report

This report is designed to allow supervisors to identify all messaging metrics at a queue level. Data is grouped by queue.

Parameters include start date, end date, start time, end time, time zone, business units, group, teams, and queues.

System Level Reports

System Level Reports include the Agent Data Report, Incoming URI Report, Interval Report, Interval Session Report, Node Report, Offered Call Report, Offered Session Report, Quick IVR Heatmap, and Session Data Report.

Agent Data Report

This report provides customers with a data dump of information that can be further aggregated and summarized using whatever technology is most familiar (Excel, MatLab, etc.) if Clarity Connect’s standard reports do not provide the desired data or aggregation type.

This report provides data for the selected time periods (year, month, week, day, hour, quarter-hour) for each configured agent with a variety of information about that agent’s activities during that period of time.

Parameters include start date, end date, time zone, and group by.

Incoming URI Call Flow Report

This report details calls that came into each call flow and mapped URI. It can help determine which call flows and URI mappings are used most often, as well as help identify potential areas of improvement by identifying call flows with high abandon rates or long durations spent in IVR.

For this report, data in Clarity Connect 3.2 was aggregated by session. In Clarity Connect 4.0, data is aggregated by call flow node broken down by incoming URI.
Because this data cannot be migrated from 3.2 to 4.0, legacy data, while still present, will display an incoming URI of “UNKNOWN.” Be sure to export any 3.2 reports with this information prior to upgrading to 4.0.

Parameters include start date, end date, start time, end time, time zone, incoming URI, and call flow name.

Interval Report (Voice Only)

This report shows the load experienced throughout the day and it impacts a variety of metrics.

Parameters include start date, end date, start time, end time, time zone, business units, groups, teams, and queue.

Interval Session Report

This report shows the load experienced throughout the day and how it impacts a variety of metrics.

Parameters include start date, end date, start time, end time, time zone, business units, groups, teams, and queue.

Node Report

This report displays information about each Quick IVR node to identify problems, heavy traffic areas, and potential improvements that can be made to call flows. This report can export data to different formats.

Parameters include start date, end date, start time, end time, time zone, and call flow name.

Offered Call Report (Voice Only)

This report displays a daily breakdown of calls (by modality) that came in through the system.

This report is designed for contact centers that only handle voice calls. The data for chats will not be shown on this report; use the Offered Session Report instead.

CompletedAfterHours sessions are excluded from this report.

Parameters include start date, end date, start time, end time, and time zone.

Offered Session Report

This report provides a daily breakdown of calls that came in through Connect by metrics such as abandons, transfers, escalations, and more.

Parameters include start date, end date, start date, end time, and time zone.

CompletedAfterHours sessions are excluded from this report.

Quick IVR Heatmap

This report allows administrators to view the most frequently traversed paths through IVR call flows. This can help users gain insight into customer issues and identify potential changes to the IVR that may allow customers to have a more positive experience, such as queueing into the most trafficked queue directly from the first prompt instead of going through multiple levels of routing questions.

The report generates a color-coded image of the call flow showing how many times customers passed through a node (Figure 4).

The Quick IVR Heatmap only displays one call flow revision at a time.

Parameters include start date, end date, call flow, and revision number.

Figure 4 Quick IVR Heatmap Report sample

Session Data Report

This report is different from others as it does not aggregate information. It instead provides a complete data dump of information that can then be aggregated and summarized by customers using whatever technology they are familiar with (Excel, MatLab, etc.) if Clarity Connect’s standard reports do not provide the desired data or aggregation type.

Every message session that goes through Clarity Connect contains a line on this report. The columns provide information to assist in filtering and summarizing as needed.

Parameters include start date, end date, and time zone.