Reports and dashboards in Advanced Reporting and Statistics

Dashboards

Reports are grouped into the following dashboards:

Vonage Accumulated Trend Example

Includes the following reports:

• Vonage Interaction Type by WkDy (All Offered Interactions with Type / Day of Week)
• Vonage Avg Q Duration by DOW Calls (Avg Q Duration / Day of Week (Calls))
• Vonage Avg Q Duration by DOW Cases (Avg Q Duration / Day of Week (Cases))
• Vonage Offered & Abandoned by DOW Call??? (Offered / Abandoned Calls by Day of Week)
• Vonage Last State by Month (All Offered Last State Distribution)
• Vonage Avg Q-Time by LocalHr (Average Q-Time Calls by Local Hr (Agent Timezone))
• Vonage Interaction Type by LocalHr (Int Type by Local Hr (Agent Timezone))
• Vonage Interaction Type by UTCHr (Int Type by UTC Hr (GMT Timezone))
• Vonage Abandons by LocalHr (Offered /Abandoned by LocalHR)

Vonage Accumulated Trend Example in Salesforce Classic

Vonage Accumulated Trend Example in Salesforce Lightning Experience

Vonage Agent Summary Examples

Includes the following reports:

• Vonage Agent In-Out-Logouts Counts (Top 10 Agents Inbound Interactions)
• Vonage Agent Hours by ISOWeek - Day (Top 10 Agents On-Call Hours (busy on interaction))
• Vonage No Logout Report (Agents with No Logouts (Limit 10))
• Vonage Calls by Date Counts (Total Interactions - Inbound / Outbound by Date)
• Vonage Agent Selects-No Answer Counts (Top 10 Agent No Answers)

Vonage Agent Summary Examples in Salesforce Classic

Vonage Agent Summary Examples in Lightning Experience

Vonage Monthly Example Reports

Includes the following reports:

• Vonage Interaction Type by Month (Interactions Offered by Month)
• Vonage Abandons by Month (Interactions Offered / Abandoned by Month)
• Vonage General State by Month (Avg Handle-Talk-ACW Time by Month (Calls))
• Vonage Avg Handle Talk ACW by Month (Avg Handle-Talk-ACW Time by Month (Calls))
• Vonage Avg Handle Talk ACW / Mo (Case) (Avg Handle-Talk-ACW Time by Month (Cases))
• Vonage Last State by Month (Last State by Month)
• Vonage Avg Q Duration by Month (Average Q-Duration by Month (Calls))
• Vonage Avg Q to abandon by Month (Abandoned Average Q-Duration by Month (Calls))
• Vonage Avg Q Duration Case by Month (Average Q-Duration by Month (Cases))

Vonage Monthly Example Reports in Salesforce Classic

Vonage Monthly Example Reports in Lightning Experience

Vonage This Week Example

Includes the following reports:

• Vonage Queue Distribution Yesterday (Queue Distribution Yesterday)
• Vonage Queue Distribution Today (Queue Distribution Today)
• Vonage Top 10 Agent Inbound Interactions (Top 10 Agent Inbound Interactions)
• Vonage Last State Distribution (Last State Distribution Yesterday)
• Vonage Last State Distribution Today (Last State Distribution Today)
• Vonage Top 10 Agents On Call Hours (Top 10 Agents On Call Hours)
• Average Q Times Date Inbound Calls (Average Queue Time Date (Inbound Calls))
• Average Handle Times Date Inbound Calls (Average Handle Time Date (Inbound Calls))
• Vonage Top 10 Agents No Logout (Top 10 Agents No Logout)
• Vonage Offered and Abandoned Yesterday (Offered and Abandoned Yesterday)
• Vonage Offered and Abandoned Today (Offered and Abandoned Today)
• Vonage Top 10 Agents with No Answer (Top 10 Agents No Answer)
• Vonage Interaction Type Yesterday (Interaction Count by Local Hour (Yesterday))
• Vonage Interaction Type Today (Interaction Count by Local Hour (Today))
• Vonage Top 10 Queue Durations This Week (Top 10 Queue Durations)
• Vonage Identified Abandoned Calls (Recognised Abandoned Calls)

Vonage This Week Example in Salesforce Classic

Vonage This Week Example in Lightning Experience

Vonage Weekly Example Reports

Includes the following reports:

• Vonage Avg Q Duration by ISOWeek (Average Q-Duration by ISOWeek (Calls))
• Vonage Avg Q to Abandon by ISOWeek (Abandoned Average Q-Duration by ISOWeek (Calls))
• Vonage Avg Q Duration Case by ISOWeek (Average Q-Duration by ISOWeek (Cases))
• Vonage Avg Handle Talk ACW by ISOWeek (Avg Talk-ACW Time by ISOWeek (Calls))
• Vonage Abandons by ISOWeek (Interactions Offered / Abandoned by ISOWeek)
• Vonage Avg Talk ACW / ISOWeek (Case) (Avg Talk-ACW Time by ISOWeek (Cases))
• Vonage Interaction Type by ISOWeek (Interactions Offered by ISOWeek)
• Vonage General State by ISOWeek (Bucketed Last State by ISOWeek)
• Vonage Last State by ISOWeek (Last State by ISOWeek)

Vonage Weekly Example Reports in Salesforce Classic

Vonage Weekly Example Reports in Lightning Experience

Reports

Average Handle Times Date Inbound Calls

Displays average handle time and average queue duration of calls, broken down by queue and day.

Average Q Times Date Inbound Calls

Shows average time that an inbound call has queued before being handled, and the time that an agent spent handling the call. Data is presented by day and by queue.

Vonage Identified Abandoned Calls

Displays abandoned calls with a CLID that has been matched to one of the phone numbers in an account, contact, or lead in your Salesforce org. Data is sorted by local day of the week and local hour.

Vonage Interaction Type Today

Shows the numbers of inbound and outbound calls, cases, and webchats and how many of those were abandoned by hour for the current day.

Vonage Interaction Type Yesterday

Shows the numbers of inbound and outbound calls, cases, and webchats and how many of those were abandoned by hour for the previous day.

Vonage Last State Distribution

Displays the last state that interactions were in before they left VCC. Report displays data by month. For example:

• Agent Handled: call ended after speaking to an agent
• Automated Abandoned: call abandoned in IVR (before reaching a queue) or during Post Call Survey
• Queue Abandoned: call abandoned while waiting to be answered

Vonage Last State Distribution Today

Displays the last state that today's interactions were in before they left VCC. For example:

• Agent Handled: call ended after speaking to an agent
• Automated Abandoned: call abandoned in IVR (before reaching a queue) or during Post Call Survey
• Queue Abandoned: call abandoned while waiting to be answered

Vonage Logged In Time Report

Displays the times of an agent's first and last activities in a day, and the number of times they logged out of ContactPad. You can customize this report to include any of the statistics in the Vonage Agent Summary object.

Vonage Abandons by ISOWeek

Shows the number of calls that were abandoned each week of the year compared to the number of calls received.

Vonage Abandons by LocalHr

Shows the number of calls that were abandoned each hour compared to the number of calls received.

Vonage Abandons by Month

Shows the number of calls that were abandoned each month compared to the number of calls received.

Vonage Agent Hours by ISOWeek - Day

Displays a high level view of activity by agent each day.

Vonage Agent In-Out-Logouts Counts

Displays a high level view of activity by agent, including the number of inbound and outbound calls, and the number of times agents logged out of VCC.

Vonage Agent Selects-No Answer Counts

Displays a high level view of activity by agent, including the number of times an agent was selected to answer a call from a queue and the number of times the agent didn't answer those calls.

Vonage Avg Handle Talk ACW / Mo (Case)

Shows the average time agents spent handling a case, 'talking' on a case, and in wrap-up after a case each month. 

Vonage Avg Handle Talk ACW by ISOWeek

Shows the average time agents spent working on and in wrap-up after a call each week of the year. 

Vonage Avg Handle Talk ACW by Month

Shows the average time agents spent working on and in wrap-up after a call each month. 

Vonage Avg Q Duration by DOW Calls

Shows the average queue time and number of abandoned calls each day.

Vonage Avg Q Duration by DOW Cases

Shows the average queue time for cases each day.

Vonage Avg Q Duration by ISOWeek

Shows the average queue duration each week for calls in all queues.

Vonage Avg Q Duration by Month

Shows the average queue duration each month for calls in all queues.

Vonage Avg Q Duration Case by ISOWeek

Shows the average queue duration each week for cases in all queues.

Vonage Avg Q Duration Case by Month

Shows the average queue duration each month of the previous year for cases in all queues.

Vonage Avg Q to Abandon by ISOWeek

Shows the average queue duration each week for abandoned calls in all queues.

Vonage Avg Q to abandon by Month

Shows the average queue duration each month for abandoned calls in all queues.

Vonage Avg Q-Time by LocalHr

Displays average queue duration each hour.

Vonage Avg Talk ACW / ISOWeek (Case)

Shows the average time agents spent handling a case and in wrap-up after a case each week of the year. 

Vonage Calls by Date Counts

Displays the number of inbound and outbound calls by date.

Vonage General State by ISOWeek

Shows the call end reasons for all queues by week. End reason can be one of the following values:

• A-Handled
  Includes calls that were handled either by the agent or by a call connect router.
• B-Abandon
  Includes calls that were abandoned either before reaching or while in the queue.
• C-Outbound
  Includes outbound calls.
• D-Message Taken
  Includes calls that were automatically routed to a Take Message applet, either during out of hours, for example, or when the caller broke out of a queue.
• Hang Up On Connect
• Internal Call
• NoAgentsBreakout
• Not Ended
• QueueTimeBreakout

Vonage General State by Month

Shows the call end reasons for all queues by month. End reason can be one of the following values:

• A-Handled
  Includes calls that were handled either by the agent or by a call connect router.
• B-Abandon
  Includes calls that were abandoned either before reaching or while in the queue.
• C-Outbound
  Includes outbound calls.
• D-Message Taken
  Includes calls that were automatically routed to a Take Message applet, either during out of hours, for example, or when the caller broke out of a queue.
• Hang Up On Connect
• Internal Call
• NoAgentsBreakout
• Not Ended
• QueueTimeBreakout

Vonage Interaction Type by ISOWeek

Shows the number of inbound, outbound and internal calls, cases, and webchats each week of the year.

Vonage Interaction Type by LocalHr

Shows the number of inbound, outbound and internal calls, cases, and webchats each hour in the agent's timezone.

Vonage Interaction Type by Month

Shows the number of inbound, outbound and internal calls, cases, and webchats each month of the year.

Vonage Interaction Type by UTCHr

Shows the number of inbound, outbound and internal calls, cases, and webchats each hour in Coordinated Universal Time (UTC).

Vonage Interaction Type by WkDy

Shows the number of inbound, outbound and internal calls, cases, and webchats day of the week.

Vonage Last State by ISOWeek

Displays the outcome of calls broken down by queue and summarized by week. The last state can be one of the following values:

• Agent Handled
• Automation Abandoned
• CCR Handled
• Hang Up On Connect
• Internal Call
• Message Taken (A)
• Message Taken (Q)
• NoAgentsBreakout
• Outbound Call
• Queue Abandoned
• QueueTimeBreakout

Vonage Last State by Month

Displays the outcome of calls broken down by queue and summarized by month. The last state can be one of the following values:

• Agent Handled
• Automation Abandoned
• CCR Handled
• Hang Up On Connect
• Internal Call
• Message Taken (A)
• Message Taken (Q)
• NoAgentsBreakout
• Outbound Call
• Queue Abandoned
• QueueTimeBreakout

Vonage No Logout Report

Shows the number of days that each agent neglected to log out of VCC at the end of their shift.

Vonage Offered & Abandoned by DOW Call

Shows calls offered and abandoned by day of the week.

Vonage Offered and Abandoned Today

Shows today's offered and abandoned calls by hour.

Vonage Offered and Abandoned Yesterday

Shows yesterday's offered and abandoned calls by hour.

Vonage Queue Distribution Today

Displays the distribution of today's interactions across all the queues.

Vonage Queue Distribution Yesterday

Displays the distribution of yesterday's interactions across all the queues.

Vonage Top 10 Agents Inbound Interactions

Shows the 10 agents who have taken the most inbound interactions.

Vonage Top 10 Agents No Logout

Shows the 10 agents who have failed to log out of VCC the most.

Vonage Top 10 Agents On Call Hours

Shows the 10 agents who have spent the most time on calls.

Vonage Top 10 Agents with No Answer

Shows the 10 agents who have ignored or not answered the most calls presented to them.

Vonage Top 10 Queue Durations This Week

Shows the  10 queues that have the longest wait time the week.