View Reports in CXone Agent Integrated

The Reporting space in CXone Agent Integrated displays reports with data that helps you evaluate your performance. To access these reports, click Reporting in the top menu.

You can filter the data by Today, Yesterday, Last 7 Days, or a Custom date range. The report displays in your time zone.

Productivity Report

The Productivity report displays how much time you spent in each of these states The availability status of an agent and sub-states:

State	Sub-States
Available	There are no sub-states for Available.
Working	Possible Working sub-states include: Inbound Contact: Time spent handling an interaction that the contact initiated. Outbound Contact: Time spent handling an interaction that you initiated. Inbound Consult: Time spent talking to someone else in the contact center who contacted a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge you're assigned to. Outbound Consult: Time spent talking to someone in a skill you contacted. Calls made directly to other agents in the contact center are not included in these working sub-states.
Unavailable	Unavailable sub-states are configured by your administrator. They are unique to your organization.

The Productivity report displays these values:

• The percentage of time you spent in each state. These values are in parentheses next to each state's name.

  View image

  

• The amount of time you spent in each state, in this format: HH:MM:SS. These values are next to the bars for each state.

  View image

  

• The percentage and amount of time your team spent in each state. These values are indicated by the gray text and lighter-colored bars.

  View image

  

Performance Report

The Performance report displays:

• The number of inbound and outbound interactions that you handled.
• The number of inbound and outbound interactions that your team handled.
• The percentage of your team's inbound and outbound interactions that you handled.