Our latest deployment features number of fundamental changes to the way reporting on interactions, agents and departments is handled within the Zailab system.
Note: Owing to the structure of these new reports, they are not backwards-compatible – meaning they will not carry any data from before 27 May. You can still access this data using the deprecated reports, which have been grouped under the Archived tab.
Roles affected
- Administrator
- Supervisor
- Quality Assurance Manager
- Campaign Manager
Changes
- The report-download view is more user-friendly, and allows for multiple time zones and more flexible reporting periods.
- Agent-, interaction- and department-related reports now deal with calls, emails and SMS texts separately.
- Reports on agent presence, as well as frequency of logging in and out, are now available.
- Agent activity and comparison reports are now handled in different ways.
- The reporting section has been split into the following tabs:
- Agents
- Waiting Room
- Interactions
- Quality Assessment
- Customer Sentiment
- Campaigns
- Archived
For detailed information on the updated reports, please read this section of the knowledge base.