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Reporting API Metric Set Identifiers

Table of Contents

This guide provides a quick overview of the report metricSet identifiers available for access via the Generate Report API.

Agent Reports #

Report NamemetricSet
Agent Away TimeAgentAwayTimeReport
Agent DurationsAgentDurationsReport
Agent Login TimeAgentLoginTimeReport
Agent SummaryAgentSummary
Agent Summary GlanceAgentSummaryGlanceReport
Agent TimestampsAgentTimestampsReport
First Contact Resolution by AgentFirstContactResolutionByAgentReport
Payments By AgentPaymentsByAgentReport
Work SessionsWorkSessionsReport – note that there is a dedicated API to generate a work sessions report with slightly different column headers (e.g.: work_session_unknown_time instead of Unknown Time in sec)

Answers Reports #

Report NamemetricSet
Answer UsageAnswerUsageReport
Answer Usage by AgentAnswerUsageByAgentReport

Contacts Report #

Report NamemetricSet
Channel Mix (New)ChannelMixReportV2
Channel Wait Time (NEW)ChannelWaitTimeReportV2
Contact Export (NEW)ContactExportReportV2
Contact Summary (NEW)ContactSummaryReportV2
Contact Summary CountsContactSummaryCountsReport
Contact Summary DurationsContactSummaryDurationsReport
Contact TimestampsContactTimestampsReport

Conversations #

Report NamemetricSet
Conversation ExportConversationExportReport
Conversation SummaryConversationSummaryReport
Conversation TimestampsConversationTimestampsReport

Customer Experience #

Report NamemetricSet
Abandoned Calls in IVRAbandonedCallsInIVRReport
Auto-Throttle Missed ConversationsAutoThrottleMissedConversationsReport
IVR Executive SummaryIvrExecutiveSummaryReportV2
IVR End StatesIvrEndStatesReport
Payments SummaryPaymentsSummaryReport
Proactive Voice SummaryProactiveVoiceSummaryReport
TopicsTopicHierarchyReport

Tasks #

Report NamemetricSet
Task ExportTaskExportReport
Task SummaryTaskSummaryReport
Task TimestampsTaskTimestampsReport

Self-Service #

Report NamemetricSet
Auto-Throttle ChangesAutoThrottleChangesReport
Chat Display % ChangesChatDisplayPctChangesReport
Help Center Answer SearchHelpCenterAnswerSearchReport
Help Center Answer UsageHelpCenterAnswerUsageReport
Quick Actions UsageQuickActionsUsageReport
Sidekick Answer SearchSidekickAnswerSearchReport
Sidekick Answer UsageSidekickAnswerUsageReport
Sidekick Contact PointsSidekickContactPointsReport

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