View Reports in Agent for Microsoft Teams

Reporting icon of a chart. in CXone Mpower Agent for Microsoft Teams displays reports with data that help you evaluate your performance. There are two reports: the Productivity report and the Performance report. To access these reports, click Reporting icon of a chart. in the left menu. Reports display in your time zone.

The data in reports updates when you:

  • Open Reporting icon of a chart..

  • Switch between the Productivity and Performance reports.

  • Select a new date range: Today, Yesterday, Last 7 Days, or Custom.

Productivity Report

The Productivity report displays how much time you spent in each of these statesClosed 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:

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.

  • 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.

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

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.