Report Types

Below, the different types of default reports available in the platform are described:

Tickets, Interactions, and Tasks: The following are the reports that detail information related to interactions received in the platform through different channels, the tickets that group these interactions, and their respective actions by the agents.

REPORT	DESCRIPTION	COLUMNS
Interaction Time Report	This report contains the details of the times of interactions and key moments for a ticket, such as the customer's first interaction, the agent's last interaction, opening, closing, etc.	Ticket No.: Ticket number. Campaign: Name of the campaign related to the ticket. Ticket Description: Description of the ticket. Ticket Type: Type of ticket. Ticket Status: Status of the ticket. Origin Channel Type: Type of channel through which the ticket originated. Customer Document Type: Document type of the customer related to the ticket. Customer Document No.: Document number of the customer related to the ticket. Customer First Surname: First surname of the customer related to the ticket. Customer Second Surname: Second surname of the customer related to the ticket. Customer First Name: First name of the customer related to the ticket. Customer Middle Name: Middle name of the customer related to the ticket. Phone: Contact phone number of the customer related to the ticket. Email: Contact email of the customer related to the ticket. Assigned User: Name of the user assigned to the ticket. First Interaction Date/Time: Date and time of the interaction that generates the ticket in the platform. Last Bot Interaction Date/Time: Date and time of the last interaction generated by the bot (if applicable). Ticket Opening Date/Time: Date and time of the ticket opening by an agent. First Agent Interaction Date/Time: Date and time of the first interaction generated by an agent. Last Customer Interaction Date/Time: Date and time of the last interaction generated by the customer. Last Agent Interaction Date/Time: Date and time of the last interaction generated by an agent. Last Interaction Date/Time: Date and time of the last interaction of the ticket. Last Action Date/Time: Date and time of the last action taken on the ticket. Ticket Closing Date/Time: Date and time of the ticket closing. SLA Compliance: Indicates whether the service level agreement (SLA) time specified in the campaign configuration related to the ticket was met. First Interaction Time: Time elapsed between the creation of the ticket and the first interaction from the company. Operational Time: Time elapsed between the opening and closing of the ticket by an agent.
Incoming and Outgoing Interactions Report (Calls and Messages)	This report contains the details of all incoming and outgoing interactions (calls and messages) recorded in the platform.	Campaign: Name of the campaign related to the interaction's ticket. Ticket No.: Ticket number of the ticket related to the interaction. Ticket Description: Description of the ticket related to the interaction. Ticket Type: Type of ticket related to the interaction. Ticket Status: Status of the ticket related to the interaction. Customer Document Type: Document type of the customer related to the interaction's ticket. Customer Document No.: Document number of the customer related to the interaction's ticket. Customer First Surname: First surname of the customer related to the interaction's ticket. Customer Second Surname: Second surname of the customer related to the interaction's ticket. Customer First Name: First name of the customer related to the interaction's ticket. Customer Second Name: Second name of the customer related to the interaction's ticket. Channel: Name of the channel through which the interaction was generated. Direction: Direction (incoming or outgoing) of the interaction. Subject: Subject of the interaction (applies only to email channel interactions). Subject: Subject of the interaction (applies only to Email channel interactions). Content: Content of the interaction. In the ticket of multimedia elements (image, audio, etc.), a generic label will be displayed. Contact Data: Contact data from which the interaction was received (for incoming interactions) or to which the interaction was sent (for outgoing interactions). Customer: Name of the user assigned to the ticket related to the interaction. Identifier: Username of the user assigned to the ticket related to the interaction. Creation Date: Creation date of the interaction. SLA Compliance: Result indicating if the SLAs (Service Level Agreements) were met for the ticket.
Tasks Report	This report contains detailed information about all the tasks created for the tickets in the platform. It includes information related to the ticket, the customer, and specific information about the task (including fields from the task form).	Ticket No.: Number of the managed ticket. Campaign: Name of the campaign to which the managed ticket belongs. Ticket Description: Description of the managed ticket. Ticket Type: Type of ticket for the managed ticket. Ticket Status: Status of the managed ticket. Ticket Creation Date: Creation date of the managed ticket. Origin Channel Type: Type of origin channel for the managed ticket. Document Type: Document type of the customer related to the managed ticket. Document No.: Document number of the customer related to the managed ticket. First Last Name: First last name of the customer related to the managed ticket. Second Last Name: Second last name of the customer related to the managed ticket. First Name: Middle name of the customer related to the managed ticket. Middle Name: Second name of the customer related to the managed ticket. Account No.: Account number of the customer related to the managed ticket. Phone: Contact phone number of the customer related to the managed ticket. Email: Contact email of the customer related to the managed ticket. Observations: Observations of the task created for the ticket. Task Creation Date: Date when the task for the ticket was created. Task Creation User: Agent/user who created the task for the ticket. Recordings: Links to recordings of calls related to the managed ticket (if applicable). SLA Compliance: Result indicating if the SLAs (Service Level Agreements) were met for the ticket. Additional Columns: For each field in the task form of the campaign associated with the ticket, an additional column will be generated displaying the selected/entered value for that field in the action.
Last Task and Fields Report	This report contains detailed information about the last task created for each ticket in the platform. It includes information related to the ticket, the customer, and specific information about the action taken (including fields from the action form).	Ticket No.: Number of the managed ticket. Campaign: Name of the campaign to which the managed ticket belongs. Ticket Description: Description of the managed ticket. Ticket Type: Type of ticket for the managed ticket. Ticket Status: Status of the managed ticket. Ticket Creation Date: Creation date of the managed ticket. Origin Channel Type: Type of origin channel for the managed ticket. Document Type: Document type of the customer related to the managed ticket. Document No.: Document number of the customer related to the managed ticket. First Last Name: First last name of the customer related to the managed ticket. Second Last Name: Second last name of the customer related to the managed ticket. First Name: Middle name of the customer related to the managed ticket. Middle Name: Second name of the customer related to the managed ticket. Account No.: Account number of the customer related to the managed ticket. Phone: Contact phone number of the customer related to the managed ticket. Email: Contact email of the customer related to the managed ticket. Observations: Observations of the task created for the ticket. Task Creation Date: Date when the task for the ticket was created. Task Creation User: Agent/user who created the task for the ticket. Recordings: Links to recordings of calls related to the managed ticket (if applicable). SLA Compliance: Result indicating if the SLAs (Service Level Agreements) were met for the ticket. Additional Columns: For each field in the task form of the campaign associated with the ticket, an additional column will be generated displaying the selected/entered value for that field in the action.
Call Times Report	This report contains detailed information about the phone calls registered in the platform, including metrics and times specific to telephony channels.	Ticket No.: Number of the ticket related to the call. Campaign: Name of the campaign related to the call. Call ID: Unique identifier of the call. Phone: Source phone number of the call. Call Start: Date/time when the call entered. Initial Queue Position: Initial position of the call in the campaign's Available queue. Queue Exit: Date/time when the call exited the queue and was transferred to an agent. Call End: Date/time when the call ended. Total Call Duration: Total duration (in minutes) of the call, from entering to ending. Includes queue time and conversation time. Queue Duration: Duration (in minutes) of the call in the campaign's Available queue. Conversation Duration: Duration (in minutes) of the conversation between the customer and the agent. Abandoned: Information about call abandonment (if it occurs). Attempts: Total number of call attempts made by the customer. Agent: Name of the agent handling the call.

Ticket and Customer: The following are the reports with relevant information for supervisors, such as ticket performance and campaign productivity.

REPORT	DESCRIPTION	COLUMNS
Agent Statuses Report	This report contains a summary of total times and average times for agents in each of the statuses in the platform: STAND BY, AVAILABLE, PAUSE, etc.	Agent ID: ID of the agent. Identifier: Username of the agent. Agent Name: Name of the agent. Average Stand By Time: Average time of the agent in the Stand By status. Average Available Time: Average time of the agent in the Available status. Average Busy Time: Average time of the agent in the Busy status. Average Pause Time: Average time of the agent in the Pause status. Total Stand By Time: Total time of the agent in the Stand By status. Total Available Time: Total time of the agent in the Available status. Total Busy Time: Total time of the agent in the Busy status. Total Pause Time: Total time of the agent in the Pause status.
Agent Statuses Report by Campaign	This report provides a summary of total times and average times for agents in each of the statuses of the platform (STAND BY, AVAILABLE, PAUSE, etc.), for each of their assigned campaigns.	Agent ID: ID of the agent. Identifier: Username of the agent. Agent Name: Name of the agent. Campaign: Name of the campaign. Average Stand By Time: Average time of the agent in the Stand By status for the specific campaign. Average Available Time: Average time of the agent in the Available status for the specific campaign. Average Busy Time: Average time of the agent in the Busy status for the specific campaign. Average Pause Time: Average time of the agent in the Pause status for the specific campaign. Total Stand By Time: Total time of the agent in the Stand By status for the specific campaign. Total Available Time: Total time of the agent in the Available status for the specific campaign. Total Busy Time: Total time of the agent in the Busy status for the specific campaign. Total Pause Time: Total time of the agent in the Pause status for the specific campaign.
Campaign Productivity Report	This report provides detailed information about tickets generated in a campaign from a loaded customer base that needs to be managed. It indicates whether there has been good productivity in the ticket management process.	Campaign: Campaign to which the ticket belongs. Load Date: Date when the customer base was loaded for management in the campaign. No. of Tickets: Total number of tickets in the loaded customer base. No. of Managed Tickets: Number of tickets from the loaded customer base with at least one task created. No. of Unmanaged Tickets: Number of tickets from the loaded customer base without a task. Total Tasks: Total number of tasks created for the tickets of the loaded customer base (a ticket may have multiple actions). No. of Attempts: Number of contact attempts with the customer (outgoing calls).
Agents' Logins and Logouts Report	This report provides detailed information about agents' logins (session start, platform login) and logouts (session end, platform disconnection).	Date Identifier: Agent's username. Name: Agent's name. Login Time: Date/time of login. Logout Time: Date/time of logout.
Agents' Status Changes Report	This report provides detailed information about all the statuses in which agents have been and the duration of each status. In case the agent was in BUSY status, it shows the ticket number and the campaign name.	Identificador: Username del agente. Agente: Nombre del agente. Estado: Nombre del estado. Corresponde a uno de los estados de la plataforma (DESCONECTADO, ESPERA, PAUSA, etc). Campaña: Nombre de la campaña a la que pertenece el caso en gestión (si aplica). Caso: Número del caso en gestión. Duración: Tiempo total del agente en el estado. Duración (s): Tiempo total (en segundos) del agente en el estado. Inicio: Fecha/hora en la que el agente entró al estado. Fin: Fecha/hora en la que el agente salió del estado. Identifier: Agent's username. Agent: Agent's name. Status: Status name. Corresponds to one of the statuses in the platform (DISCONNECTED, WAITING, PAUSED, etc). Campaign: Campaign to which the ticket in management belongs (if applicable). Ticket: Case number in management. Duration: Total time of the agent in the status. Duration (s): Total time (in seconds) of the agent in the status. Start: Date/time when the agent entered the status. End: Date/time when the agent exited the status.
Agent Productivity Summary Report	This report provides detailed information about tickets generated in a campaign from a loaded customer base that needs to be managed, broken down by agent. It indicates the productivity of each agent in managing their assigned tickets.	Campaign: Campaign to which the ticket belongs. Load Date: Date when the customer base was loaded for management in the campaign. Identifier: Agent's username. Agent: Agent's name. No. of Tickets: Total number of tickets assigned to the agent in the loaded customer base. No. of Managed Tickets: Number of tickets managed by the agent from the loaded customer base. No. of Unmanaged Tickets: Number of tickets not managed by the agent from the loaded customer base. Total Actions: Total number of actions performed by the agent on the tickets of the loaded customer base (a ticket may have multiple actions). No. of Attempts: Number of contact attempts with the customer (outgoing calls) by the agent.

Channels and Campaigns: The following are the reports with information related to the channels configured in the platform, and the campaigns created to attend to customers through these channels.


Users by Channels Report	This report contains a summary of the registered users in the platform, and the channels assigned to each user for customer service.	Identifier: User's username. User: User's name. Status: User's status (enabled or disabled). Roles: User's roles within the platform (administrator, supervisor, agent). Channel Types: Names of the channel types assigned to the user. Amount of Channel Types: Number of channel types assigned to the user.
Ticket Origin Report	This report contains a summary of the number of tickets created or generated from each of the channels configured in the platform.	Id: Channel identifier. Channel: Channel name. Amount: Number of tickets generated from the channel.
General Campaign Report	This report contains a summary of the overall status of the campaigns, relating their start and end dates, and the number of tickets in each status within the campaign.	Id: Identificador de la campaña. Campaña: Nombre de la campaña. Habilitado: Indica si la campaña está o no habilitada. Fecha Creación: Fecha de creación de la campaña. Fecha Inicio: Fecha de inicio de la campaña (según su configuración). Fecha Inicio Real: Fecha de inicio real de la campaña, es decir, fecha en la que se comienzan a gestionar los casos de la misma. Fecha Fin: Fecha de finalización de la campaña (según su configuración). Fecha Fin Real: Fecha de finalización real de la campaña, es decir, fecha en la que se realiza la última gestión de los casos de la misma. Casos Nuevos: Total de casos de la campaña que se enncuentran en estado NUEVO. Casos Abiertos: Total de casos de la campaña que se enncuentran en estado ABIERTO. Casos Transferidos: Total de casos de la campaña que se enncuentran en estado TRANSFERIDO. Casos Escalados: Total de casos de la campaña que se enncuentran en estado ESCALADO. Casos Cerrados: Total de casos de la campaña que se enncuentran en estado CERRADO. Total Casos: Total de casos de la campaña. Id: Campaign identifier. Campaign: Campaign name. Enabled: Indicates if the campaign is enabled or not. Creation Date: Campaign creation date. Start Date: Campaign start date (according to its configuration). Actual Start Date: Actual start date of the campaign, i.e., the date when the tickets of the campaign start being managed. End Date: Campaign end date (according to its configuration). Actual End Date: Actual end date of the campaign, i.e., the date when the last case management is performed for the campaign. New Tickets: Total number of tickets in the campaign that are in New status. Open Tickets: Total number of tickets in the campaign that are in Open status. Transferred Tickets: Total number of tickets in the campaign that are in Transferred status. Escalated Tickets: Total number of tickets in the campaign that are in Escalated status. Closed Tickets: Total number of tickets in the campaign that are in Closed status. Total Tickets: Total number of tickets in the campaign.
General Web Form Report	This report contains the details of the interactions generated through the Web Form channels. It contains case information and the details of all the fields in the form entered by the customer.	Case Number: Number of the case related to the web form interaction. Campaign: Campaign name related to the case. Channel: Name of the Web Form channel through which the interaction was generated. Creation Date: Creation date of the web form interaction. Management Date: Case management date. Managing User: User name who attended and managed the case. Identifier: User's username who attended and managed the case. Additional Columns: For each field in the web form, an additional column will be generated showing the selected/entered value for that field in the form.
SLA by Ticket Report	This report contains the details of the SLAs rules for the ticket and the result of whether the times for the SLA rule were met or not.	Assigned: Agent's username assigned to the case. Metric: Name of the evaluated metric. High Priority Time (min): Time (in minutes) for a High priority case to be breached. Medium Priority Time (min): Time (in minutes) for a Medium priority case to be breached. Low Priority Time (min): Time (in minutes) for a Low priority case to be breached. SLA Met: Result of whether the SLA was met or not. Date: Date/time of the SLA evaluation.

Otros:

REPORTE	DESCRIPCION	COLUMNAS
Reporte de Indicadores de Operación		Semana Fecha Día: Día de la semana. Cola: Nombre de la cola o campaña. Ingreso: Cantidad de llamadas que ingresaron en la fecha específica. Exito Atendidas Primer Contacto: Cantidad de llamadas que fueron atendidas o respondidas en el primer intento de contacto, en la fecha específica. % Exito Atendidas Primer Contacto: Porcentaje de llamadas que fueron atendidas o respondidas en el primer intento de contacto, en la fecha específica. Total Atendidas: Cantidad de llamadas que fueron atendidas o respondidas en la fecha específica. % Atendidas: Porcentaje de llamadas que fueron atendidas o respondidas en la fecha específica. Exito Mayor a un Contacto: % Exito Mayor a un Contacto: Llamadas que requirieron más de un contacto: % Llamadas que requirieron más de un contacto: Contacto Promedio Requerido Total Abandono % Abandono Primer Contacto Llamadas Gestionadas Recuperación de Llamadas % Exito Llamada Recuperada Abandono Final % Abandono Final Exito Final Llamadas Atendidas: % Exito Final Llamadas Atendidas: Velocidad de Respuesta de la Llamada - ASA: Llamadas en Especa < 20 Segundos: % Nivel de Servicio de todas las Colas: Promedio TMO: Canntidad de Gestiones:
Reporte de Calificaciones de Atención	Este reporte contiene el detalle de las calificaciones que los clientes hacen a la atención por parte de la empresa en los canales de tipo Chat Web.	Campaña: Nombre de la campaña a la cual pertenece el caso relacionado a la calificación. Nro. Caso: Número del caso relacionado a la calificación. Descripción Caso: Descripción del caso relacionado a la calificación. Tipo Caso: Tipo de Caso del caso relacionado a la calificación. Estado Caso: Estado del caso relacionado a la calificación. Tipo Documento: Tipo de documento del cliente relacionado a la calificación. Nro. Documento: Número de documento del cliente relacionado a la calificación. Primer Apellido: Primer apellido del cliente relacionado a la calificación. Segundo Apellido: Segundo apellido del cliente relacionado a la calificación. Primer Nombre: Primer nombre del cliente relacionado a la calificación. Segundo Nombre: Segundo nombre del cliente relacionado a la calificación. Nro. Cuenta: Número de cuenta del cliente relacionado a la calificación. Calificación: Calificacion del cliente a la atención (escala de 1 a 5). Comentarios: Notas o comentarios dejados por el cliente a la atención. Fecha Calificación: Fecha en la que el cliente realizó la calificación.
Reporte de Mensajería Masiva	Este reporte contiene un resumen de los mensajes enviados a través del módulo de mensajería masiva, especificando información como la campaña, el cliente al que se envío el mensaje, el estado del envío y la fecha de ejecucion/envío.	Campaña: Nombre de la campaña desde la cual se envió el mensaje masivo. Nombre Mensaje Masivo: Nombre o identificador del mensaje masivo. Fecha Creación Mensaje Masivo: Fecha de creación del mensaje masivo. Canal Mensaje Masivo: Canal utilizado por el mensaje masivo para el envío del mensaje. Estado Mensaje Masivo: Estado en el cual se encuentra el mensaje masivo (BORRADOR, EJECUCION, FINALIZADO, ect). Nro. Caso: Número del caso desde el cual se envió el mensaje masivo. Cliente: Nombre del cliente al cual se envió el mensaje masivo. Nro. Cuenta: Número de cuenta del cliente al cual se envió el mensaje masivo. Estado: Estado del envío del mensaje masivo (ENVIADO, FALLIDO). Fecha Ejecución: Fecha de ejecución o envío del mensaje masivo.