Required Subscription: Genesys PureCloud
Required Permission Level: Reports and Dashboard Creator
When you need to pull a report of your interaction activity, you can likely identify a template that fits your needs pretty quickly. Use the breakdown below of the different report templates available in Brightmetrics to find which contains the data you're looking for.
Agent and queue data reports
| Report | What it shows |
|---|---|
| Agent Activity Summary | Total interactions by agent and full date. Use with a variety of values to see things like Time-On Queue, Time-Not Responding, etc. |
| Agent Login-Logout Details | Identifies when agents are logging in and out (presence) so you can determine how many agents were logged in at a specific time. Can be filtered by ANI, Conversation ID, Queue Name, etc. |
| Agent Metrics | Pre-filtered to show the full amount of data for each agent broken down by full date. |
| Interaction Details | Identifies individual media types agents are interacting with. Filter on Media Type, Direction, etc. to get exactly what you want to report on. |
| Queue Metrics Daily | Looks at each interaction that came into your queue(s). Report on values like Count-Abandoned, Calls Flowed Out, Time-Wait Total, etc. |
| Queue Metrics Interval | Looks at each interaction that came into your queue(s), broken down by interval. Report on the same values as Queue Metrics Daily. |
Configuration reports
| Report | What it shows |
|---|---|
| Active/Inactive Users Report | The current state of each user in your system, including email address, department, and title. |
| DNIS by IVR Destination | Which DNIS is routed to which IVR. |
| Queue Membership by Agent Name | Queue membership detail broken down by agent name, including ring number (sequence of the agent) and member by (who added the agent to the queue). |
| Queue Membership by Queue Name | Queue membership detail broken down by queue name, including ring number (sequence of agents in the queue) and member by (who added the agent to the queue). |
| Skills by User | Each individual user and the skill(s) and proficiency they have. |
| Users by Department | Each department and which agents are listed under it. Add additional fields to see email addresses, titles, and usernames. |
| Users by Skill | Each configured skill and the agent(s) associated with it, including their proficiency level. |
| Evaluation Details | Values and dimensions like total score and critical score, along with the evaluator and name of the evaluation form being used. |
If you want to create your own report without using a pre-populated template, choose Create New Report:
When using Create New Report, you will also see an additional data set named Sessions. This data set looks at individual calls and provides dimensions and values not available at the agent and queue level — such as Session DNIS, Purpose, Participant Name, Error Code, and more. Use this data set to see details on all conversations and media types that came into your account.
Still unsure of which report to use? Reach out to our Support Team at support@brightmetrics.com.