There are several ways to see how your agents and omni channels are performing, either in real time or retrospectively.
Admins, Team leaders or Managers can see the real-time reporting on their omni activity in their Admin interface. In the Overview page, they can click the Inbound queues subpage to see a snapshot of today's performance. For more information, see this support article.
Agents can see information about current omni channel activity on the Inbound page of the Omni interface.
Click on the name of each report to see the related support article.
- The Inbound agent report displays information on each agent, including calls offered and answered and average handling time.
- The New inbound assignment report shows information about call activity on your queues.
- To see information about the traffic of messages received on your omni channels, use Inbound assignment report messages. You can also use Inbound assignment report - Messages Agents if you would rather see the information presented for each agent rather than each queue.
- To see information about outgoing message traffic, use the SMS & Email sending report.