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Subscriptions

The Subscription Report is a scheduled report that provides detailed insights based on selected parameters. It can be configured with or without filters and is sent via email to designate recipients, such as Queue Members, Agents, Supervisors, or specific Users/Roles.

Types of Subscription Reports​

  1. With Filters: a. Allows users to customize reports based on predefined filters (e.g., date range, agent performance, queue statistics, etc.). b. Ensures recipients receive only relevant data based on their selection criteria.

  2. Without Filters: a. Generates a complete report covering all available data without applying any filters. b. Provides a holistic view of performance metrics or queue activities.

Subscription Configuration​

  1. Report Selection:

    • Choose the type of report you want to subscribe to (e.g., Agent Performance, Ticket Volume, SLA Compliance)
    • Select the data fields to include in the report

  2. Schedule Options:

    • Daily: Receive reports at the end of each business day
    • Weekly: Get a comprehensive weekly summary
    • Monthly: Review monthly trends and statistics
    • Custom: Set specific intervals for report delivery

  3. Recipient Management:

    • Add individual users or user groups
    • Set up role-based distribution lists
    • Configure notification preferences for each recipient

Filter Configuration​

When setting up filtered subscriptions, you can define parameters such as:

  • Time Period: Last 24 hours, past week, past month, custom date range
  • Ticket Properties: Status, priority, category, department
  • Agent Metrics: Response time, resolution time, customer satisfaction
  • Queue Data: Volume, distribution, handling time

Managing Existing Subscriptions​

Viewing Subscriptions​

Access your current subscriptions through the Dashboard's Subscription Management panel to:

  • Review active subscriptions
  • Check scheduled delivery times
  • See recipient lists

Modifying Subscriptions​

Adjust your existing subscriptions by:

  • Updating filters and parameters
  • Adding or removing recipients
  • Changing delivery schedules
  • Pausing or resuming reports

Subscription Analytics​

Track the effectiveness of your subscriptions with:

  • Delivery success rates
  • Open and interaction statistics
  • User engagement metrics
  • Data utilization insights