The Cyara Virtual Agent solution offers in-depth insights and can analyze the results of your Campaign Runs through its out-of-the-box reports.
There are two major categories of reporting available: Real-time and Historical.
Real-time reports provide dynamically updated information and statistics on Campaigns that are in progress. When there are one or more Campaigns running, the Agent Status report is enabled.
Historical reports provide information and statistics on all Campaigns that have been executed in the past and include the following reports:
- Results Summary
- Agent Activity Report
- Call Distribution Report
- Caller Type Handled by Agent Report
- Campaign Calls Report
Historical reports are mostly provided in the form of summary reports that contain aggregated performance metrics, with the ability to drill down to data for individual Agents, interactions, and activities. Because historical data is stored for all Campaign Runs, historical reports for different Campaign runs can be used to compare different “what-if” scenarios and varying contact center environments and/or conditions. You can also view historical reports for Campaigns that are currently in progress, but the data contained within the reports is not dynamically updated, and you will have to reload the report to get the most up-to-date data.
Virtual Agent Reporting Video Tutorial
Watch the video below for an overview of both realtime and historical Agent reports.