View Reports in CXone Agent for Microsoft Teams

The Reporting icon of a chart. space in CXone Agent for Microsoft Teams displays reports with data that helps you evaluate your performance. To access these reports, click Reporting icon of a chart. in the left menu.

You can filter the data by Today, Yesterday, Last 7 Days, or a Custom date range. The report displays in your time zone.

Productivity Report

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.

  • 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.

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

Performance Report

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.