View Care Reports

An administrator can view Care reports to understand how Care services are used. If quality of service is not as expected, share the customer satisfaction report with your agents to help them better serve your customers.

Use the following reports to address service issues or add more agents to help customers:

  • Total Completed Tasks-Displays the total number of incoming tasks completed in a selected time period.

  • Offered Tasks-Displays the number of tasks accepted and ignored relative to total tasks automatically routed to agents.

  • Aggregated Tasks-Displays the number of tasks aggregated and queued for a selected time period

  • Task Completion Time-Displays the average completion time of a task within a selected time period.

  • Customer Satisfaction-Displays the average customer satisfaction rating for an organization.

To view reports:

  1. Log in to Cisco Webex Control Hub.

  2. Select Reports.

  3. Select Care to view Care reports.

    By default, reports are filtered by All tasks and Today. You can sort and filter reports by task type and time:

    Media Type

    Time Period

    Reports

    Chat

    • Today

    • Yesterday

    • Last week

    • Last Month

    • Last Three Months

    • Total Incoming Chats-Displays the total number of incoming chats completed for a selected time period.

      You can also view a detailed report of the total number of incoming chats for a selected time period.

    • Aggregated Chats-Displays the number of active and queued chats aggregated for a selected time period.

    • Offered Chats-Displays the accepted and ignored chats relative to the total chats automatically routed to agents for a selected time period.

      You can also view a detailed report of the total number of offered chats for a selected time period.

    • Chat Completion Time-Displays the average completion time of a task within a selected time period.

      You can also view a detailed report of the most efficient chat handling time for a selected time period.

        

      All chat tasks reports include both chats and chats with video calls.

    Callback
    • Total Incoming Callbacks-Displays the total number of incoming calls completed for a selected time period.

    • Aggregated Callback-Displays the number of active and queued callback aggregated for a selected time period.

    • Offered Callback-Displays the accepted and ignored callback in relation to the total callback offered via automated routing for a selected time period.

    • Callback Completion Time-Displays the average time taken to complete a callback task for a selected time period.

    Inbound Calls

    • Total Incoming Calls-Displays the total number of incoming calls completed for a selected time period.

    • Aggregated Calls-Displays the number of active and queued inbound calls aggregated for a selected time period.

    • Offered Calls-Displays the accepted and ignored inbound calls in relation to the total inbound calls offered via automated routing for a selected time period.

    • Callback Completion Time-Displays the average time taken to complete a chat task for a selected time period.

    All Tasks

    • Total Incoming Tasks-Displays the total number of tasks completed for a selected time period.

    • Aggregated Tasks-Displays the number of active and queued tasks aggregated for a selected time period.

    • Offered Tasks-Displays the accepted and ignored task in relation to the total tasks offered via automated routing for a selected time period.

    • Task Completion Time-Displays the average time taken to complete a task for a selected time period.

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