On the Reports tab, you can configure and download the .csv reports on the contact center’s work. The maximum number of report rows for upload is 300,000.
The report names are on the left – click the one you need to configure and download it. Each of the reports is configured using one to three of the following parameters: Period, Layer, Channels. After you define the required parameters for your report, click Download 
in the upper right corner of the tab.
The following reports are available in the supervisor WP:
- Workload
- Operational performance
- Agent status log
- Processing performance
- Summary report of incoming threads
- Messages report
- Survey results
- Pinned messages
- Feedback report
Period Settings
Using the Period section of the Reports tab of the selected report, you specify the period for which you want to download the report: current day/week/month or a specific custom period you define by yourself (note that a custom period cannot be longer than 93 days). For some reports, you can also group the records by:
- Hour: For each row of the report, the system calculates data for each hour of the period you select. The Date column in the report indicates the date and time of the beginning of each interval in the dd.mm.yyyy hh:mm format.
- Days: For each row of the report, the system calculates data for each day of the period you select. The Date column in the report indicates the date of the beginning of each interval in the dd.mm.yyyy format.
- Week: For each row of the report, the system calculates data for each calendar week of the period you select. The Date column in the report indicates the date of the beginning of each interval in the dd.mm.yyyy format.
- Month: For each row of the report, the system calculates data for each month of the period you select. The Date column in the report indicates the date of the beginning of each interval in the dd.mm.yyyy format.
- Year: For each row of the report, the system calculates data for each year of the period you select. The Date column in the report indicates the date of the beginning of each interval in the dd.mm.yyyy format.
The system only provides data for the periods with available statistics. If there is no data for the period you select, you will only see headers in the report.
Following are some examples of the data a report might display for the report parameters you select (assuming that there is data available for the selected period):
Layer Settings
Using the Layer section of the Reports tab for the selected report, you specify for which agents you want to create the report: for the agents that belong to your supervisor group, for the whole contact center, any selection of agents, or chatbots (only available for thread reports). For some reports, you can also group the records by:
- Agent: For each row of the report, the system provides detailed data for each agent along with the attributes of the agent, their supervisor, and department.
- Supervisor: For each row of the report, the system provides detailed data for each supervisor (for all agents in the supervisor group or the ones included in the selection) along with the attributes of the supervisor and department.
- Department: For each row of the report, the system provides detailed data for each department (for all agents in a department or the ones included in the selection) along with the department attributes.
Following are some examples if the data a report might display for the report parameters you select:
Channels Settings
Using the Channels section of the Reports tab, you specify the list of channels threads from which to include in the report. You can enter the names of the channels manually, select them from the list, or use the All channels option. 