Lesson 1: Measuring your Account Performance

In the Admin Console you can access various Chat and Voice reports. Learn how to export and use these reports to analyze the effectiveness of your online service and to learn of important elements in your account, such as your call volumes, the effectiveness of your Click-to-Talk buttons and the distribution of calls among your skills.

1) Setting up Report Settings (video)
In this activity you will see how to change the time zone in the Report settings. You will also learn how to export the report to a protected Excel file.  ...
Wed, 15 Nov, 2017 at 9:04 AM
2) Running Chat Reports (video)
The three types of reports are Conversion reports, Traffic reports and Rules reports. In this activity, you will practice by generating a Traffic report and...
Wed, 15 Nov, 2017 at 9:07 AM
3) Generating LP Voice Reports (video)
Voice reports include statistics on telephony traffic, categorized by skills, agents or service queues. Generate a Call Volume by Skill report to analyze yo...
Wed, 15 Nov, 2017 at 9:11 AM
Additional Resources
To learn more, read the following knowledgebase article(s).  Using chat reports Voice reports Data Access Service
Thu, 2 Nov, 2017 at 6:28 AM