UNIVERGE BLUE™ ENGAGE Core Reports show metrics and statistics of various Contact Center aspects and agents.

Unlike Real-Time Dashboard, which displays data in a more representative way and is more intended to be used by various Contact Center users, Contact Center Reports contain more detailed manager-specific information.

Reports are accessible from Control Panel and for UNIVERGE BLUE™ ENGAGE managers from UNIVERGE BLUE™ CONNECT Desktop Application:

Control Panel: UNIVERGE BLUE™ CONNECT > Contact Center > Reports.

UNIVERGE BLUE™ CONNECT Desktop App:
Option 1: UNIVERGE BLUE™ ENGAGE icon > choose CC group > Reporting

Option 2: UNIVERGE BLUE™ ENGAGE icon > Reports icon > Launch Reports.
The link will be opened in a new window in the default web browser.

Reports in Control Panel have links to the Real-Time Dashboard and settings modifying SLA (Service Level Agreement) in the right upper corner.

Contact Center Reports consist of the following sections: Active Report and Historical Report.

Active Report

Active Report includes statistics for today.
It is available for All agents and for each agent.

More information can be found in the article about Active Reports.

Historical Report

Historical Report contains info on the Contact Center performance over an extended period of time.

Customization:

  • Reports are available for All agents and for each agent.
  • They can have the following ranges: Last 3 days, Last week, Last 2 weeks, Last month and Custom.
    Using the Custom range you can choose the data to be displayed by Hour, Day or Month.

Note: Time (Start and End of the day) sections are available only if you chose display data by Hour.
It can be done only for the date range not more than 3 days.

More information can be found in the following articles:

Historical Reports for All agents

Historical Reports for Single agent

Both reports can be printed and downloaded in CSV format by using icons in the right upper corner.

Archived Report

Archived Report is available for Contact Center groups that were earlier active as Hunt Groups.

It is located under Historical Report > Select date range > Custom > Archived Reports.

Points To Consider

  • It is not recommended to use the Find Me Follow Me feature with the phones that are parts of a Contact Center group.
  • Immediately connected calls are not taken into account when presenting the Average Queue Time.

FAQ

Please see this article if you have more questions: Frequently Asked Questions