Understanding LiveVox Portal Reports
Table of Contents
This article provides a brief overview of the reports available to you on the LiveVox Portal (LVP).
Inbound Reports
| This report provides key performance indicators (KPIs) pertaining to inbound call management. The report contains information about total calls, calls handled, calls offered, calls abandoned, and related metrics. | |
| Inbound Phone Volume Report | This report allows you to view the aggregated report by phone numbers for inbound calls. |
Campaign Reports
| Contact Lookup Report | This report provides you with information about attempts to reach a specific account. Outbound attempts and inbound calls received by LiveVox are displayed. |
| Call Statics Report | This report displays two graphs with the number of Calls in progress (CIP) and connected calls at different times of the day for a single service. |
| Campaign Line Summary Report | This report provides in-depth campaign-level metrics for a selected time period for single or multiple services. You can generate a compact report or a detailed report. |
| Email Campaign Summary Report | This report provides you with a summary of Email Campaign performance for a selected campaign. |
| Phone Lookup Report | This report provides you with quick and easy access to call records for specific phone numbers dialed or inbound calls received by LiveVox. This is useful in the event of customer complaints or quality assurance initiatives. |
| Real Time Report (RTR) | This report provides real-time metrics on Call Center, Service, or Campaign level statistics. |
| Service Efficiency Report | This report provides detailed information about the performance of services or call centers using the Agent Desktop by combining agent-level activity with service productivity metrics to determine the effectiveness of various campaigns. |
Call Reports
| Call Detail Report | This report provides information about every account dialed during a selected date range. |
| Failed Operator Report | This report provides additional information for the calls coded as "Failed Operator Transfer." |
Agent Reports
| Agent Activity Report | This report provides you with information about key agent-level metrics displayed for an entire day. The Agent Activity Report is useful to compare detailed agent metrics against the same agent during certain times, services, or the overall averages. |
| Agent Summary Report | This report provides summarized agent-level metrics for selected periods. Unlike the Agent Activity Report which provides a day-by-day breakout, the Agent Summary Report can provide aggregate information for multiple days. This report allows you to quickly view an agent's overall metrics or compare those metrics with the average or other agents. |
| Agent Skill Report | The Agent Skill Report contains statistics about how calls are handled by agents based on an agent’s skill level. You can also filter the report at the call center or service level. |
| Agent Team Summary Report | This report summarizes agent team-level metrics for selected time periods. This report is based on the existing Agent Summary Report. This report is valuable for quickly viewing the overall metrics of an agent's team or comparing those metrics with the average or other teams. |
| Call Monitoring Report | This report allows you to see agent monitoring events, such as monitoring, coaching, and barging. The data for the report is logged only when a monitoring event is triggered. |
| Call Recording Report | This report enables you to search for specific call recordings for monitoring quality control or to assist in agent training. |
| Call Transfer Report | This report provides you with information about agent-initiated transfers for a selected period. This report contains advanced search parameters and supports account and phone multi-search. |
| Clicker Efficiency Report | With this report, you understand which clicker agents are the most efficient for HCI-type services, if enabled. The report provides information about the agents based on the amount of clicks and calls launched in an hour. |
| Recording Events Report | This report provides provides information about access logs and any changes to recording events. You can view the details of an action taken by the user or agent interacting with the recording. |
| Voicemail Recording Report |
Allows you to download or play back group voicemails based on configurable optional User permissions. Personal voicemails are not available to play or download. The Voicemail Recording Report is available when you are using Voicemail 2.0. This report is generated with a start and end time of 90 days or less. |
Billing Reports
| Estimated Billing Duration Report | This report provides additional metrics on the cost of running services and campaigns for the selected search criteria. |
| SMS Billing Report | This report provides you with the count of SMS messages or MMS messages that you have launched during a specific period of time. |
| Email Billing Report | This report provides you the count of emails that you have launched during a specific period of time. |