MiCC: Which Report Template Should I use?

When you need to pull a report of your activity, you can likely identify a template pretty quickly that best fits your needs. There's also a chance you may find yourself unsure of which report includes the exact data you're looking for. Use our brief breakdown below of the different report templates available within Brightmetrics containing data from your MiCC system to see which contains the data you're needing. 

Recommended Reports:

Account Code Performance: Total Count of Answered and Transferred calls along with Handle Average broken down by Queue Name and Account Code.  Use this report to see how many calls are being answered from your queues with info on specific account codes.

Agent Performance Overview: Gives you a total of all calls that the agents engaged on;  Inbound, Outbound, ACD. You can also see talk, hold, handle and wrap averages by agent and a percent of calls the agents transferred on elsewhere.

Agent Status Detail: Detail level report which gives you specifics on each status or sub status the agent was in and when during the period of time the report is run for.

Agent Status Overview: A summary(roll up) of the status and sub status information for the agent(s).

Customers with Multiple Interactions: Just like a "Search by Caller ID" report.  This report comes pre-populated with Caller ID in the Rows and is grouped by Record Count, so you can see how many times the Caller ID has dialed in during the period of time you choose to report on.

Queue Performance by Answer Group and Agent: A summary of calls that came into the queues and were answered by agents and where they were answered, which group/queue and which agent(s).

Queue Performance by Hour: Count of all interactions that have come into the queue(s) broken down by hour.

Queue Performance by Interval: Count of all interactions that have come into the queue(s) broken down by 15 minute interval.

 

Agent Data Reports:

Agent Performance:  Agent data summary of the agent(s) activity for the period of time requested.  Incoming and outgoing calls, talk time, statuses, etc.

Agent Status Detail: Agent data detail report showing the specifics on each of the statuses the agent has been in during the time period requested.

 

Queue Data Reports:

Queue Abandon Spectrum by Period: Queue data summary showing by interval abandoned calls inside of each spectrum period.

Queue Answer Spectrum by Period: Queue data summary showing by interval answered calls inside of each spectrum period.

Queue Interflow by Period: Queue data summary showing by interval interflowed calls inside of each spectrum period.

Queue Performance: A summary of calls that came into the queues and whether they if they were answered by agents and which agent(s).

Queue Performance by Member: A summary of calls that came to the queue and the agent that handled the call.  Report lists amount of time the call spent in queue as well as the time the agent spent on the call.

Queue Performance by Period: A summary of calls that came to the queue broken down by 15 min intervals.  

 

All of the reports detailed above can also be edited by using the dimensions and values in the fields and layouts section of each of the reports.

Additionally, if you want to create your own report and not use one of our pre-populated templates you can do that by choosing Create New Report here: 

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Still unsure of which report to use or have any questions? Let us help! Reach out to our support team at support@brightmetrics.com.

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