You can use Cross-Channel Reports to display information that spans Customer IQ, Agent IQ, Response, and Response Live. Cross-Channel Reports measure agent productivity and inquiry volume across email, chat, and phone channels as well as the effectiveness of acknowledgement using knowledge. Use these reports to get a consolidated view of your contact center across channels.
The table below describes the Cross-Channel Reports that you can run.
|
Report Type |
Description |
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Measures agent productivity across channels for email, chat, and phone channels | |
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Provides feedback on the frequency and effectiveness of knowledge article suggestions made by agents | |
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Provides information on trends in interaction volumes across email, chat, and phone channels | |
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Measures the effectiveness of knowledge solutions used in acknowledgement emails |
Can I view a list of all reports?
How do I stop a scheduled report?