Adding Digital Channel Metrics to the Inbound Efficiency Report

You can now generate the Inbound Efficiency Report to show operational and performance metrics (for example, total calls or messages, handled contact number, or service level) for digital channels, such as email, SMS, and web chat. For example, when generating an Inbound Efficiency Report, you can specify a channel, such as email, SMS, voice, or web chat in the Channels drop-down menu along with other search criteria, such as date, service, and so on. You can select multiple channels at the same time. If you leave the Channels field blank, the platform generates the report for all channels.

Inbound Efficiency Report includes a new column called Channel, if you need to update any existing data import processes.  This column cannot be removed.

Ticket Reports

A new section named Ticket Reports has been added in the Review tab and contains a variety of reports that you can use to view data related to your tickets in different formats and over a variety of time periods. The following reports have been added:

  • Agent Ticket Activity: This report centers around the performance of the agents and the tickets that have been assigned to them. There are two chart options that allow you to view the data.
  • Agent Ticket Detail: This report includes information about all tickets that meet the filter criteria. The records should be grouped by agent, with all records associated with that agent listed under the Agent Row. The Days Overdue and Days to Days to Due Date should be calculated based on the Service Level Agreement (SLA) Due Date.  If there is no SLA Due Date, then those columns should be left empty. 
  • Agent Ticket Efficiency: This report focuses on evaluating the efficiency of the agents and is based on the Ticket Resolution Date field. This report offers multiple chart options to help view the data.
  • Agent Ticket Comments: This report helps correlate the number of comments and updates made to a ticket by the agent before the ticket is ultimately resolved. There are two different charts to help view the data.
  • Ticket SLAs: This report helps manage your contact center by the SLAs that you have configured. The report includes three chart options for viewing the data.
  • Ticket Creation: This report focuses on the tickets that were created in the system based on the Create Date field. The report includes several different key performance indicators (KPIs) and offers multiple choices of charts to view the data including: 
    • Average Tickets Created by Day of the Week
    • Tickets by Agent Team
    • Tickets Created by Channel
    • Tickets Created by Date
    • Tickets Created by Date and Channel
    • Tickets Created by Hour
    • Tickets Created by Month and Year
    • Tickets Created by Label
    • Tickets Created by Label Component
    • Tickets Created by Ticket Type
    • Unassigned Tickets by Date and Channel
  • Unresolved Tickets: The metrics for this report are important metrics for tracking why tickets are not resolved. It helps show where a bottleneck might be and if an area needs attention. The Unresolved Tickets Report helps you take a detailed look at tickets in your organization that are still open and require attention. There are several chart options that enable you to view the data in different ways: 
    • Daily Unresolved Tickets
    • Unresolved Tickets by Status
    • Unresolved Tickets by Assignment
    • Unresolved Tickets by Status and Month
    • Weekly Unresolved Tickets

User Interface (UI) Enhancements

The look and feel of the all the reports in the Review tab has changed. Primary colors, accent colors (buttons, highlights), and text colors are changed to match the CXone color palette. Icons and buttons are updated to match the CXone style for a streamlined user journey. 

The following reports have been enhanced:

  • Inbound Reports:
    • Inbound Efficiency Report 
    • Inbound Phone Volume Report 
  • Campaign Reports:
    • Contact Lookup Report
    • Call Statistics Report 
    • Campaign Line Summary Report
    • Email Campaign Summary Report
    • Extended Campaign Summary Report
    • Phone Lookup Report
    • Real Time Reports (RTR)
    • Service Efficiency Report 
  • Call Reports:
    • Call Detail Report (CDR)
    • Failed Operator Report 
  • Agent Reports:
    • Agent Activity Report
    • Agent Summary Report
    • Agent Skill Report
    • Agent Team Summary Report
    • Call Monitoring Report
    • Call Recording Report
    • Call Transfer Report
    • Clicker Efficiency Report
    • Recording Events Report
    • Voicemail Recording Report 
  • Billing Reports:
    • Estimated Billing Duration Report
    • SMS Billing Report 
    • Email Billing Report