About OmniChannel Reports

These are reports which cover multiple channels. These reports are not as focused as the channel-specific reports but provide a broader picture for a contact center that is handling several channels. Some reports bring together channel-specific metrics in the same report. For example, Agent Work Summary shows chats serviced and email replies side-by-side. Other reports provide a set of common metrics for activities of any channel, but can be filtered to show specific activity types. For example, Activity Traffic by Queue shows all transfers but can be filtered to show email, chat or social transfers specifically.