{"version":"1.0","provider_name":"Nextiva Support","provider_url":"https:\/\/www.nextiva.com\/support","author_name":"Amelia Willson","author_url":"https:\/\/www.nextiva.com\/support\/author\/amelia-willson","title":"Nextiva Unity reporting","type":"rich","width":600,"height":338,"html":"<blockquote class=\"wp-embedded-content\" data-secret=\"UdKifi7OPm\"><a href=\"https:\/\/www.nextiva.com\/support\/articles\/nextiva-unity-reporting.html\">Nextiva Unity reporting<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/www.nextiva.com\/support\/articles\/nextiva-unity-reporting.html\/embed#?secret=UdKifi7OPm\" width=\"600\" height=\"338\" title=\"&#8220;Nextiva Unity reporting&#8221; &#8212; Nextiva Support\" data-secret=\"UdKifi7OPm\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! This file is auto-generated *\/\n!function(d,l){\"use strict\";l.querySelector&&d.addEventListener&&\"undefined\"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!\/[^a-zA-Z0-9]\/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret=\"'+t.secret+'\"]'),o=l.querySelectorAll('blockquote[data-secret=\"'+t.secret+'\"]'),c=new RegExp(\"^https?:$\",\"i\"),i=0;i<o.length;i++)o[i].style.display=\"none\";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute(\"style\"),\"height\"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):\"link\"===t.message&&(r=new URL(s.getAttribute(\"src\")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener(\"message\",d.wp.receiveEmbedMessage,!1),l.addEventListener(\"DOMContentLoaded\",function(){for(var e,t,s=l.querySelectorAll(\"iframe.wp-embedded-content\"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute(\"data-secret\"))||(t=Math.random().toString(36).substring(2,12),e.src+=\"#?secret=\"+t,e.setAttribute(\"data-secret\",t)),e.contentWindow.postMessage({message:\"ready\",secret:t},\"*\")},!1)))}(window,document);\n\/\/# sourceURL=https:\/\/www.nextiva.com\/support\/wp-includes\/js\/wp-embed.min.js\n\/* ]]> *\/\n<\/script>\n","description":"Run reports immediately and view real-time performance details on agents and call queues \u2013 including key performance indicators, such as average wait time, total number of calls, and more.\u00a0          From the Nextiva Unity Dashboard, click Reports at the top to run historical call center data. Under the Report field, select the report you would like to run, including the start and end dates, any filters, and the output type.\u00a0 &nbsp; &nbsp; &nbsp; &nbsp; Below is a list of all the report types to choose from. Click Run.\u00a0   &nbsp; https:\/\/nextiva-1.wistia.com\/medias\/e5pmjyqzys?embedType=async&amp;seo=false&amp;videoFoam=true&amp;videoWidth=640        Agent Call Report: The total number of calls handled by agents, reported by call type.  Agent Call by Skill Report: Number of calls an agent has received at different skill levels.  Agent Duration Report: Provides information related to the duration of calls handled by agents.\u00a0  Agent Duration by Skill Report: Provides the time agents spent on calls answered at different skill levels.  Agent Call Detail Report: Lists all calls made or received by agents, whether or not they were answered.  Agent Activity Report: View agent activity, such as the time that an agent spends in various states.  Agent Activity Detail Report: View all activity of agent(s) including status, disposition, and call activity.  Agent Summary Report: View the average and longest times spent on various types of calls and in various statuses.  Agent Unavailability Report: View the unavailability codes used by agents when setting their status to unavailable.  Agent Disposition Code Report: View all disposition codes used by agents.\u00a0  Agent Sign In Sign Out Report: View all sign-in and sign-out events of agents.  Call Center Incoming Calls Report: See how incoming calls are handled by call centers, whether they are queued or handled by policy prior to being queued.  Call Center Report: See how calls are handled by call centers once they have been queued.  Call Center Presented Calls Report: See how many of the queued calls were presented to agents, and how many were answered, allowing you to identify missed calls and customer experience.  Abandoned Call Report: Total number of calls that hung-up while in queue but were not presented to the agent.  Call Center Summary Report: A summary of the overall call center or Dialed Number Identification Service (DNIS) performance, including average statistics for wait time, speed of answer, abandonment time, and staffed time.\u00a0  Service Level Report: How incoming calls are handled in relation to the service levels you entered when running the report.\u00a0  Call Center Call Detail Report: Detailed information related to calls received by the call center or DNIS.  Call Center Disposition Code Report: View information on disposition codes used by agents for a given call center or DNIS.  Call Center Overflow Matrix Report: Provides information related to calls that overflow from one call center or DNIS to another within the same company.\u00a0  &nbsp;","thumbnail_url":"https:\/\/www.nextiva.com\/support\/wp-content\/uploads\/sites\/3\/2023\/03\/unityreport.png"}