View Reports in Agent for Microsoft Teams
Reporting 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
in the
The data in reports updates when you:
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Open Reporting
.
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Switch between the Productivity and Performance reports.
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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 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:
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:
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The percentage of time you spent in each state. These values are in parentheses next to each state's name.
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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.
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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.