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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 description feature in the system.

ReportAvailable in Statistics BasicAvailable in Statistics Extended

Organization
Report that contains information about all direct incoming calls. I.e. all incoming calls directly from external numbers to an users or function numbers. This report contains all measurement object types.


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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
has
have come in through groups.
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Acd
ACD / Attendant groups
Report that contains information about ACD and Attendant
grouos
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.
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Agents per ACD / Attendant groups
Report that contains information about members that have answered calls in
a
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.
 

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Hunt groups
Report that contains information about hunt groups. It includes information about how incoming calls has been handled.
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Rulebase
Report that contains information about call to
rulebase
rule base numbers. It includes information about how many calls that has been handled by a
rulebase
rule base and if they been redirected from it.
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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.
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IVR - Transferred to
Report that contains information about where calls to IVR menus
has
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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