View Shift Report

The shift report helps see team work results for a specific shift and assess operator efficiency during the working day. This instruction will show how to get statistics for a shift and analyze key indicators.

When Needed

  • You need to summarize work results for a shift.
  • You need to assess operator efficiency during the working day.
  • You want to compare indicators of different shifts.
  • You need to quickly see team work results for a shift.

What's Important to Know

  • Shift report — contact center work statistics for a specific shift (team work period).
  • A shift can be defined as a specific time period (for example, morning, day, night shift).
  • The report includes metrics on requests, operators, processing time, etc.
  • Data is collected automatically during the shift.

Prerequisites

  • You are logged in with supervisor or analyst rights.
  • You have navigated to the Statistics module via Apps -> Statistics.
  • There is data for the needed shift in the system.

Step-by-Step Instructions

  1. In the Statistics module, go to the needed report section (for example, "Operators", "Dialogues", "Dashboard").
  2. In the date filter, select the shift period:
    • Select shift start date and time.
    • Select shift end date and time.
    • Or use a ready period if it is configured for your shift.
  3. If needed, select additional filters (operators, channels, etc.).
  4. Click the "Create Report" or "Apply Filters" button.
  5. Review key indicators in the report:
    • Number of requests for the shift.
    • Shift operator statistics.
    • Processing and response times.
    • Operator workload.

What Happens After

You see complete team work statistics for the selected shift and can assess achievement of set goals. This helps make operational decisions and plan work for the next shifts.

How to Verify It Worked

  • Check that the report contains data for the selected shift.
  • Make sure all key metrics display correctly.
  • Check that the period is selected correctly (shift start and end time).

Other Methods

  • You can compare reports for different shifts to analyze efficiency.
  • Use export to save shift reports to a file.
  • Configure automatic shift report generation (if such capability exists).