CIsco Finesse Reporting for Agents and Supervisors


Table of contents

Cisco Finesse provides live data reports for agents and supervisors. These reports compile data based on tracking of contact service queues, individual performance, team performance, and state changes.

NOTE: To get all the Options menu to display under the Home icon, click the three blue dots (stacked) icon at the bottom left then click the pin icon at the top. The buttons should then appear.

Contact Services Queue Statistics Report

The CSQ Statistics Report is accessed from Home tab of Cisco Finesse Desktop. The CSQ Statistics Report presents the current day's call queue statistics, since midnight, of the Contact Service Queues (CSQ) to which the agent is associated. The report shows the number of calls waiting in queue and longest call in queue. 

Contact Services Queue Statistics 

Top

Team Summary Report

Team Summary Report is accessed from Home tab of Cisco Finesse Desktop. The Team Summary Report presents the agent state and the reason code (where applicable). An agent can view details of all the agents in the team. 

 Team Summary Report

Top

Statistics Report

The Statistics Report is accessed from My Statistics tab of Cisco Finesse Desktop. The Statistics Report presents performance statistics of the agents for the current day, since midnight. 

 Statistics Report

Top

State Log Report

The State Log Report is accessed from My Statistics tab of Cisco Finesse Desktop. The State Log Report presents the agent state and duration in that state, wrap-up data, and the reason code (where applicable) for the current day, since 12am.

 ""

Top

Supervisor Tabs

The following data reports are available to Call Center supervisors only. 

Team Data

The Team Data tab displays Team Summary Report. The Team Summary Report presents performance statistics of all the agents in the team. 

Team Data tab 

Top

Queue Data

The Queue Data tab displays Voice CSQ Summary Report. The Voice CSQ Summary Report presents agent statistics and call statistics for a Contact Service Queue (CSQ). 

 Queue Data tab

Top

Cisco Unified Intelligence Center

The Cisco Unified Intelligence Center is a reporting platform for users of Cisco Contact Center. As a reporting user, you can use the Unified Intelligence Center page to: 

To find historical data, see Unified Intelligence Center Gadgets in Cisco Finesse.

Cisco Unified Intelligence Center 

Top