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Omni Channel - Events Report

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in Reporting & Analytics for Fusion Service

Summary:

Omni Channel - Events Report

Content (required):

1.      Omni Service Request and Queue Assignment performance Tile

This report would help SR admin to know what is the current count of Service requested associated with Omni Channel and what is the Total number of queue assignment that were taken place in last 30 Days

2.      Agent Chat Summary

This report would give fair idea of Agent performance for last 30 days with metrics like “# of Chats handled”, “Abandoned Chat if any”, “Average Time to Accept” and “Average Time Handled”.

3.      Omni Engagement by Queue

Queue base Agent engagement analysis would help the Service Manager to see the workload of Agent and balance it accordingly.

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