Choose which reports to use
These reports list metrics such as average handle time, average hold time, and talk time for agents and queues.
More details about specific agents’ interactions
The Interaction Details report lists all of the interactions one or more agents handled. Be cautious about using this report to determine how many interactions your contact center handled. This report queries data from an agent perspective, and therefore can over or under-represent the contact center’s interactions because of transfers between agents and queues.
How many interactions queues handled
Use any of the queue metrics reports to see summary metrics about queues.
Keep in mind that these reports calculate information based on the queue that handled an interaction. If an interaction spent time in more than one queue, then it is counted in both queues.
Weekly service level
Monthly service level
Users with the correct permissions can see information about PureCloud license usage in the account settings. For more information, see Download your usage reports.