Reports

The Reports Tab in the CXi Pulse provides a comprehensive overview of analyzed customer interactions. Each column in the report delivers valuable insights, allowing you to assess performance, trends, and areas for improvement.

Key Columns in the Reports Tab

1. UCID: A unique identifier for each customer interaction, enabling precise tracking and referencing.
2. Channel: Indicates the communication channel used, such as voice, chat, or email. Currently, we have only the voice channel.
3. Interaction Type: Specifies the type of interaction, e.g., inbound or outbound calls.
4. Start Time: The timestamp of when the interaction began.
5. Agent Name: Displays the name of the agent who handled the interaction.
6. Topics: Lists the topics identified in the interaction for detailed analysis.
7. Campaign: Specifies the campaign associated with the interaction.
8. Skill: Highlights the skill group or category relevant to the interaction.
9. Sentiment: Categorizes the sentiment of the interaction as Positive, Negative, or Neutral.
10. Call Date: The date on which the interaction occurred.
11. Talk Time: The duration of the conversation between the customer and the agent.
12. Hold Time: The total time the customer spent on hold during the interaction.
13. Duration: The total length of the interaction, including talk time and hold time.
14. Comments: Additional notes or remarks related to the interaction.
15. Disposition: The outcome or resolution of the interaction as defined by the agent.
16. Interaction Summary: A brief summary of the interaction's content and context.
17. Interaction Transcript: A detailed transcript of the interaction, providing a summary, sentiment, topics, and call details of the conversation.

Start exploring the Reports Tab today to gain actionable insights into your customer interactions! Use the available filters such as date range, agent name, sentiment, or campaign—to customize your analysis and focus on the data most relevant to your needs.