CM Reports

Group Summary by Station and Agent - The Group Summary by Agent report is a Summary sub-report. This means that each selected user will appear with their coinciding selected groups as a mini-report within the report (see image below).

This report lists each of your selected users in their own section. Each section contains data concerning the user's performance for the selected groups they belong to. These statistics include the number of Hunt group calls that were presented to, answered by, and missed by the user, and their average speed of answer once the call rang for them. In addition, you may* also have the ability to see the user's login and logout times.

*The Logged In and Logged Out columns require a Realtime license be assigned to the agent. If an agent is not covered by a Realtime Agent Seat license, log in and out times will not be recorded for the agent, and these fields will be blank.

Station and Agent Calls Report - The Agent Calls report is a list of every phone call for the selected agents for a selected time frame. This report is a Detailed report, which means that every line of the report represents one phone call.

In addition to being a Detailed report, it is sub-grouped by agents. This means that the report will be broken down into an individual mini report for each of the selected agents. To see this mini report for each agent, click "open," which is located at the end of the column of each agent. You will then be able to easily see which calls are associated with which agents.

Station and Agent Call Summary - The Agent Call Summary report is one of the most popular standard reports. This report's main focus is to provide information on how many calls the agents were associated with for the selected time frame.

The report will provide call totals for each agent selected, displaying the agent's performance for the selected time frame.

Because many companies want to see how many calls an agent has missed, this report provides a missed calls column.

Station and Agent Call Volume - The Agent Call Volume report is a Time Interval report. Time Interval reports give you summary totals based upon a selected time interval (i.e., hours or day, days of week, months of year, etc.).

The Agent Call Volume report displays the selected agent's activity statistics broken down by the desired time interval. The report will then display the statistics individually in sub report fashion. This means that each agent will be represented individually by a mini report within the report.

Station and Agent Event Summary - The Agent Event Summary report is an agent Summary report. This means that each user selected will be displayed on their own individual line next to their specific statistics for the given report.

The Agent Event Summary displays the total count and total duration summaries for each of the common phone events represented on the report.

Station and Agent Inbound Calls - The Agent Inbound Calls report is a Detailed report. This means that each line on the report will represent one individual call and will provide details for each call.

The Agent Inbound Calls report provides a "Call ID" for each call. The Call ID is a number that is associated with the call in the Chronicall database. It is a useful number because once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same time frame, paste it in the Quick Search tool, and it will take you directly to the call. This will then allow you to see the detailed events of the call.

*This report focuses on providing detailed information for each inbound call associated with the selected agent(s) for the selected time frame. The report will then display the statistics individually in sub report fashion. This means that each agent will be represented individually by a mini report within the report.

Station and Agent Inbound Summary - The Agent Inbound Summary report is a Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

The Agent Inbound Summary report displays one line per agent selected and displays a summary of their various inbound call totals for the specified time frame. This will provide an overall look at their performance in regards to inbound calls.

Station and Agent Outbound Calls - The Agent Outbound Calls report displays a list of outbound calls wherein the selected agents participated.

The Agent Outbound Calls report is a Detailed report. This means that each line on the report will represent one individual call and will provide details for each call. Each line provides a "Call ID." The Call ID is a number that is associated with the call in the Chronicall database. It is a very useful number as once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same timeframe, paste it in the Quick Search tool (look for the magnifying glass icon in the top left hand corner of Cradle to Grave), and it will take you directly to the call. This will then allow you to see the detailed events of the call.

This report will display the statistics individually in sub-report fashion. This means that each agent will be represented individually by a mini report within the report. To see an agent's mini report, click "open," which is located at the end of the column of each agent.

*In situations where the calling agent is logged into multiple Hunt groups simultaneously, Chronicall will not be able to distinguish which outbound calls belong to which Hunt groups. However, if you have purchased the Agent Desktop module, when making an outbound call, a licensed Agent Desktop agent will be presented the option to select for which Hunt group the call is being made.

Station and Agent Outbound Summary - The Agent Outbound Summary report is an Agent Summary report. This means that the report will display one line per agent selected and displays a summary of their various outbound call statistics.

It's important to know that in situations where the calling agent is logged into multiple Hunt groups simultaneously, Chronicall will not be able to distinguish which outbound calls belong to which Hunt groups. However, if you have purchased the Agent Desktop module, when making an outbound call, a licensed Agent Desktop agent will be presented the option to select for which Hunt group the call is being made.

Station and Agent Performance Summary - The Agent Performance Summary report is, as stated in the name, a Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

This report provides the ability to see agent summary performance based upon a specific group by using both Agent and Group filters for displaying an agent's performance within the group(s). Additionally, this report focuses on inbound calls.

It's important to know that if you have the Realtime module, the "Total Duration" column will allow you to see the agent duration regarding Do Not Disturb, Group/Extension login, etc. Each selected feature will be represented in its own column. If the Realtime module is not present, this column will be left blank.

Station and Agent Realtime Feature Trace - The Agent Realtime Feature Trace report is a Feature Detailed report. Features consist of phone activities such as Extension/Group login, Do Not Disturb, etc.

Each line of the report will display feature activities of the agents selected. In addition to displaying the login/logout and Do Not Disturb activities of the agent, it will also provide duration totals. To see an agent's feature activities in full detail, click "open," which is located at the end of each agent's column.

*It's important to know that this report requires Realtime Agent Seat licenses, and will only provide information for the agents that have been assigned the license.

In addition to displaying the feature, if you have purchased and assigned Agent Desktop licenses, the Metrics column will display the [Reason Code*](https://guide.ximasoftware.com/docs/reason-codes) selected by the agent for performing the feature. Otherwise, if you don't currently own the Agent Desktop module, the only information that will be displayed in the Metrics column will be for group login. It will display which group the agent logged into.

Station and Agent Reason Code Trace - The Agent Reason Code Trace report is a Feature Detailed report. Features consist of phone activities such as Extension/Group login, Do Not Disturb, etc.

Each line of the report will display feature activities of the agents selected. In addition to displaying the login/logout and Do Not Disturb activities of the agent, it will also provide duration totals. To see an agent's feature activities in full detail, click "open," which is located at the end of each agent's column.

*It's important to know that this report requires Realtime Agent Seat licenses and Agent Desktop licenses, and will only provide information for the agents and agents that have been assigned these licenses.

In addition to displaying the feature, if you have purchased and assigned Agent Desktop licenses, the Metrics column will display the Reason Code selected by the agent for performing the feature. Otherwise, if you don't currently own the Agent Desktop module, the only information that will display in the Metrics column will be for Group login. It will display which group the agent logged into.

Station and Agent Summary by Group - The Agent Summary by Group report is separated into sections based on the Hunt groups you select. Once the groups have been selected, each group section lists the selected Hunt group agents, with columns showing the agent's specific statistics. All of this information is filtered by both Agent and Hunt groups. The report is separated by groups. To see each group's information in full detail, click "open," which is located at the end of each group's column.

This means that any calls the agent took while logged out of a certain group will not* appear in that group's section.

*It's important to know that this report has two columns that will require the Realtime license. "Logged In" and "Logged Out" will appear empty if the Realtime license is not in place. The report can still be run without the Realtime license and will provide the desired statistics, again, with the exception of the "Logged In/Out" columns.

Station and Agent Talking Summary - The Agent Talking Summary report is an Agent Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

This report lists each of the selected agents on their own row, with columns that represent the agents' total call count for each call direction, as well as the combined agent talking event duration across all call directions.

Station and Agent Time Card - The Agent Time Card report is a Feature Detailed report. Features consist of phone activities such as Extension/Group Login, Do Not Disturb, etc. Each line on the report will represent an instance when the agent logged in, went on Do Not Disturb, etc. To see an agent's feature activities in full detail, click "open," which is located at the end of each agent's column.

This report is separated into sub-report sections based on the agents you select. Each sub-report section lists the given agent's login and logout times, as well as the time they spent logged in. The number of logins and the total time the agent spent logged in are displayed in the summaries at the top of each section. As long as your agent's log in and out of their phones as they come in or leave for the day, this report can be used to easily track their actual working hours.

*It's important to know that this report requires Realtime Agent Seat licenses and will only provide information for the agents that have been assigned the license.

Station and Agent Transfer Summary - The Agent Transfer Summary report is an Agent Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

This report displays the number of calls transferred to/by each agent, as well as the total and average transfer hold duration. Remember, transfer hold events are associated with the original agent, not the agent who is receiving the transfer.

Inbound Calls by VDN - VDN is the Vector Directory Number, which places a call in queue. This report provides a list of calls that come in on different VDNs.

System Inbound Call Performance - VDN is the Vector Directory Number, which places a call in queue. This report shows the performance of each call broken down by VDN.

VDN Inbound Summary - VDN is the Vector Directory Number, which places a call in queue. This report provides a list of all VDNs and their corresponding calls, as well as the volume and performance of the calls.