View Reports in Agent Embedded

Reporting icon of a chart. in CXone Mpower Agent Embedded displays reports with data that help you evaluate your performance. There are two reports: the Productivity report and the Performance report. To access these reports, click Reporting icon of a chart. in the top menu. Reports display in your time zone.

The data in reports updates when you:

  • Open Reporting icon of a chart..

  • Switch between the Productivity and Performance reports.

  • Select a new date range: Today, Yesterday, Last 7 Days, or Custom.

Reports may take some time to display the latest data.

Productivity Report

Screenshot of the Productivity report. Displays timestamps and percentages for the Available, Working, and Unavailable states for you and your team.

The Productivity report displays how much time you spent in each of these statesClosed The availability status of an agent. and sub-states:

State Sub-States

Available

 There are no sub-states for Available.
Working

Possible Working sub-states include:

Calls made directly to other agents in the contact center are not included in these working sub-states.

Unavailable

Unavailable sub-states are configured by your administrator. They are unique to your organization.

The Productivity report displays these values:

  • The percentage of time you spent in each state. These values are in parentheses next to each state's name.

    Example screenshot showing a percentage next to the Available state.

  • The amount of time you spent in each state, in this format: HH:MM:SS. These values are next to the bars for each state.

    A time duration in hours, minutes, and seconds next to the bar for the Available state.

  • The percentage and amount of time your team spent in each state. These values are indicated by the gray text and lighter-colored bars.

    Example showing a percentage next to Team under the Available state. A time duration appears in gray text next to a lighter green bar.

Performance Report

Screenshot of the Performance report. Displays counts of inbound and outbound interactions for you and your team.

The Performance report displays:

  • The number of inbound and outbound interactions that you handled.
  • The number of inbound and outbound interactions that your team handled.
  • The percentage of your team's inbound and outbound interactions that you handled.