Touchpoint Statistics contains several report where some of them only are enabled for users with the Statistics Extended level.
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For detailed information about columns and their content see the built in column
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description feature in the system.
| Report | Available in Statistics Basic | Available in Statistics Extended |
|---|---|---|
Organization |
| |
| User id Report that contains information about users. It includes detailed information about how incoming and outgoing calls been handled as well as answer times and call duration times etc. This report includes calls to users that |
| have come in through groups. |
| ACD / Attendant groups Report that contains information about ACD and Attendant |
| groups. It includes detailed information about how incoming calls has been handled and how many calls that has been redirected because of for example no logged in agents etc. It also allows users to define a service time that can be used to present a service level value. | ||
| Agents per ACD / Attendant groups Report that contains information about members that have answered calls in |
| an ACD or Attendant group. This report presents the result per member and is therefore only available in Statistics Extended because the result grouping used is not supported in Statistics Basic. |
| Hunt groups Report that contains information about hunt groups. It includes information about how incoming calls has been handled. | ||
| Rulebase Report that contains information about call to |
| rule base numbers. It includes information about how many calls that has been handled by a |
| rule base and if they been redirected from it. | ||
| IVR Report that contains information about calls to IVR menus. Includes information about how many calls that has been handled by the IVR and if they have been redirected from it. | ||
| IVR - Transferred to Report that contains information about where calls to IVR menus |
| have been transferred. This reports presents the result per transfer destination and is therefore only available in Statistics Extended because the result grouping used is not supported in Statistics Basic. |
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