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Historical Reports

Updated: tech writers Edited:

Historical reports are available for all past Campaign Runs, as well as Campaign Runs that are currently in progress.

Viewing Historical Reports

  • To view historical reports for Campaign Runs, click Report > Historical .

The Virtual Agent Historical screen is displayed, and contains a list of all past and in-progress Campaign Runs in order of descending run date and time. By default, only Campaign Runs within the last seven days are displayed. To display reports for a larger date range, use the filter function described later in this section.

The Virtual Agent Campaigns Historical Report screen is shown below:

For each Campaign, the table shows:

  • Campaign Name: The name of the Campaign.
  • Date Run: The date and time when the Campaign Run commenced.
  • End Date: The date and time when the Campaign Run completed or was aborted.
  • Agents: Total number of Agents in the Campaign Run.
  • Total Calls: The total number of calls received by Agents. This is incremented when an Agent commences an interaction.
  • Success %: The total number of successful calls.
  • Campaign Status: The overall result of the Campaign Run. Can be one of ‘Aborted’, ‘Success’, ‘Failed’, or ‘Internal Error’.
  • Action: View the Report.

To view a historical report for a Campaign Run:

  1. Select the Report Type from the Reports drop-down list. The following report types are currently available:
    • Results Summary Report
    • Agent Activity Report
    • Call Distribution Report
    • Caller Type Handled by Agent Report
    • Campaign Calls Report
    • Ring Latency Report
  2. To better manage the potentially large number of Campaign Runs displayed in the Historical Reporting screen, the Portal provides a filtering function to restrict the range of Campaign Runs displayed to a specified date range. Enter the date and time range in the From Date and To Date fields or select dates using the calendar controls. Dates selected are inclusive.
  3. Click the Filter button.

Results Summary Report

  • To view detailed results, select Results Summary from the drop-down list and click the Filter button. Detailed results are available for all reports. The Results Summary Report is shown below:

The Results Summary Report displays all relevant details of the Campaign. A pie chart is displayed showing the number of Successful, Satisfactory, and Failed calls.

  1. To view the results of a specific call, enter the call number in the Show call # field and click the Show button.
  2. Click the Reset button to disable the filter and display all calls. You can filter results by specific Behaviors by selecting the Behaviors from the Show Behavior drop-down list and then clicking the Show button.
  3. To get a further breakdown of unsuccessful or satisfactory calls by the actual Step where they failed, hover the mouse pointer over Satisfactory or Failed calls and you will see a pie chart that provides a breakdown of the calls by detailed result.
  4. Click on any segment of the pie chart (rather than hovering the mouse pointer over a segment) to drill down to a lower level – the Results Summary Details Reports.



For Campaigns, a filter is available to display All, Successful, or Unsuccessful. This is useful if you want to get to the root of the problem immediately.

The Results Summary Details Report provides you with detailed information on the segment selected. In the above example, the failed calls segment of the pie chart was clicked and the detailed report displays a pie chart of the different Behaviors that failed, the number of calls that failed, and also a reason for the failure.

  1. Click the link under Error Break Down By Behavior; it displays the Failed Calls Breakdown:

  2. To view even more granular details of calls made, select and click on any Call No.

Call Distribution Report

The Call Distribution Report provides a summary of the distribution of inbound calls processed across the Agents in the Campaign Run. This report is useful for determining if the appropriate Agents are being targeted correctly by the routing strategy.

Filter the reports by Call Distribution The Call Distribution Report is shown below:

The bottom section of the report shows the following Campaign Run summary information:
  • Agent Name: Name of the Agent
  • Calls: The number of calls received by the Agent for the Campaign Run
  • % Distributed: Calls received as a percentage of the total calls received for the Campaign Run
  • Average Handle Time: Average handling time for calls processed by the Agent, computed using the following formula:

  1. When you click the link of each Agent, it displays the Calls Handled By Agent Summary report.
  2. When you are in the Call Distribution Report, you can drill down to additional reports to view more detail.

Caller Type Handled by Agent Report

The Caller Type Handled by Agent Report shows a summary of all caller types handled by a particular Agent when call-linking is enabled between the Cyara Cruncher/Replay/Pulse, and Virtual Agent solutions.

Call-linking provides end-to-end tracking of each call placed from the Cyara Platform, which enables you to link individual caller types to the Agents that handled the call. For more information on call-linking and/or to discuss options available to enable this feature, please contact your Cyara Account Manager.

To view this report, perform the following:

  1. Select the Caller Type Handled by Agent from the Report Type drop-down list.

    The Campaign information section shows:

    • Campaign Name: The name of the Campaign.
    • Date Run: The date/time range when the Campaign Run commenced and ended.
    • End Date: The date and time when the Campaign Run completed or was aborted.
    • Agents: Total number of Agents in the Campaign Run.
    • Total Calls: The total number of calls received by Agents.
    • Success %: The total number of successful calls.
    • Campaign Status: The overall result of the Campaign Run. Can be one of ‘Aborted’, ‘Success’, ‘Failed’, or ‘Internal Error’.
  2. Click the View button to see the detailed report. The Caller Type by Agent Report is shown below:

For each Agent, the report shows:

  • Agent Name: Name of the Agent in ‘Last Name, First Name’ format
  • Calls: The number of calls received by the Agent for the Campaign Run
  • Caller Type: Used when call-linking is enabled between the Cyara Cruncher/Replay/Pulse, and Virtual Agent solutions. If enabled, displays the type of caller (as defined in Cruncher/Replay/Virtual Agent) from which the call originated.

Campaign Calls Report

The Campaign Calls Report is similar to the Calls Handled by Agent Summary Report, but shows a summary of all calls received for the Campaign Run. By default, calls are displayed in ascending order of arrival.

The Campaign information section shows:

  • Campaign Name: The name of the Campaign.
  • Date Run: The date/time range when the Campaign Run commenced and ended.
  • End Date: The date and time when the Campaign Run completed or was aborted.
  • Agents: Total number of Agents in the Campaign Run.
  • Total Calls: The total number of calls received by Agents.
  • Success %: The total number of successful calls.
  • Campaign Status: The overall result of the Campaign Run. Can be one of ‘Aborted’, ‘Success’, ‘Failed’, or ‘Internal Error’.

The Campaign Calls Report is shown below:


For each call, the report shows:

  • Call No: The call number received as part of the Campaign Run (for example, ‘3’ indicates the third call received during the Campaign Run).
  • Agent Name: Name of the Agent in ‘Last Name, First Name’ format.
  • Start Time: The time when the call commenced. This corresponds to the time when a ringing event is first received for the call.
  • End Time: The time when the call terminated. This corresponds to the time when a released event (hanging up) is received for the call.
  • Duration: The duration of the call. Defined as the duration between a ringing event and released event for the call.
  • Ring Time: The duration for which the call was ringing.
  • Talk Time: The total duration the Agent spent talking on the call. This is a summation of all Agent ‘talk’ states.
  • Hold Time: The total duration for which the Agent placed the call on hold. This is a summation of all Agent ‘hold’ states.
  • ACW: The total duration of After-Call Work for the call.
  • Caller Type: Used when call-linking is enabled between the Cyara Cruncher/Replay/Pulse, and Virtual Agent solutions. If enabled, displays the type of the caller (as defined in Cruncher/Replay/Virtual Agent) from which the call originated.

Agent Call Activity Details Report

This report is accessible by drilling down from the Call Distribution Report and displays Interaction-level detail for all Activities performed by an Agent over the duration of the Campaign Run. All Activities performed by the Agent for the Campaign Run are listed in the order in which they were performed, along with statistics for each Activity.

  • To view Agent Call Activity Details reports for Campaign Runs, click Report > Historical in the main menu.
  • In the Filter Report section, select Call Distribution from the drop-down list.
  • Select the From Date and To Date fields.
  • Click Filter.
  • From the list of reports, to see the details of a particular Campaign Run, click View to view Call Distribution report.
  • Click in the Call Distribution pie chart. The Calls Handled by Agent Summary Report appears.

  • Click the Call No link. The Agent Call Activity Details Report appears as shown:

  • From the Agent Call Activity Details Report, click the icon under the Visual column to view the carousel as shown below:

    The carousel displays all the screens in a sequence unless the user interrupts.
  • To pause on a screen, click the Pause button. The carousel pauses at that particular screen. To resume, click the Play button.
  • To zoom in the screen, click the Enlarge icon.
  • To navigate through the screen recordings, use the and icons.
  • To download the whole recording, click the Download icon. The file is downloaded as an MP4 file.

Agent Call Activity Details Report for Velocity Synchronized Campaigns

If the Agent Campaign is part of a Synchronized Velocity Campaign, then the Agent Call Activity Details Report appears as shown:

The report contains the results of the Verify Interaction Data from Test Cases activity. For more details, see Voice Activity Types and Adding an Agent Step for Campaigns.

You can click the Test Case name link and navigate to the Voice Test Case results.

If the Behavior has been executed as part of the Customer-Agent linked Campaign, the agent interaction summary has an additional information section about the inbound call.

  • Test Case: Name of the Test Case executed and data validation Step number. Click on the Test Case Name link; this will display the inbound Voice Call Detailed Report.
  • Run Date: The date and time when the Inbound Voice Test Case was run.
  • Duration: The duration of the Test Case execution.
  • Dial Result: If the call connection was successful or failed.
  • Detailed Result: Summary of Inbound Test Case execution result.
  • Result: The current status of the Test Case result. It displays whether the Test Case is Successful, Satisfactory, or Failed.

Agent Activity Report

The Agent Activity Report provides a summary report of Agents in the Campaign Run. It serves as an entry point to allow you to drill down to view Activities for individual Agents is shown below:


The report Campaign summary shows:

  • Campaign Name: The name of the Campaign.
  • Date Run: The date/time range when the Campaign Run commenced and ended.
  • End Date: The date and time when the Campaign Run completed or was aborted.
  • Agents: The total number of Agents in the Campaign Run.
  • Total Calls: The total number of calls received by Agents.
  • Success %: The total number of successful calls.
  • Campaign Status: The overall result of the Campaign Run. Can be one of ‘Aborted’, ‘Success’, ‘Failed’, or ‘Internal Error’.
  • Action: View the Report. The Agent Report is shown below:

For each Agent, the report shows:

  • Agent Name: The name of the Agent that received the calls.
  • Calls: The total number of calls received by the Agent.
  • Description: Provides a description of the Agent Name.
  • Behavior: The Behavior used by the Agent in handling calls for the Campaign Run.

Individual Agent Activity Report

This report is accessible by drilling down from the Agent Activity Report and displays transaction-level detail for all Activities performed by an Agent over the duration of the Campaign Run. All Activities performed by the Agent for the Campaign Run are listed in the order in which they were performed, along with statistics for each Activity.

  • To drill down to this report, click the Agent name in the Agent Name column of the Agent Activity Report.

The Individual Agent Activity Report is shown below:


The report summary shows:

  • Agent Name: The name of the Agent that received the calls.
  • DN: The Directory Number used by the Agent to receive the calls.
  • Applied Behavior: The Behavior used by the Agent in handling calls for the Campaign Run.
  • Calls: The total number of calls received by the Agent.

For each Activity, the report shows:

  • No.: The sequence number of the Activity for the Agent.
  • Date Time: The date and time when the Activity commenced.
  • Status: The status of the current Agent.
  • Call No.: The sequence number of the call handled by the Agent for the Campaign Run. This field is blank for non-call-related agent states such as Logged Out, Not Ready, Error, and Wait For Next Call (Ready).
  • Activity Name/State: The name of the Activity that was performed.
  • Duration: The duration of the performed Activity.
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