About Digital Reports

Digital reports are intended for use with eGain Digital channel products such as Chat™, Mail+Social™, Knowledge+AI and more. There are generally four types of report:

• Real-time: Current volumes and performance metrics (accurate to within the last 60 seconds).

• Historical: Aggregated volumes and performance metrics which occurred during a specified interval of time (i.e. date, week, month or half hour period).

• Detail: A list of individual activities, sessions or other items that were created, completed or had some other action performed on them during a specified interval of time.

• Inventory and Snapshot: Quantity of open activities and cases based on a snapshot that was taken shortly before the report was run.

The reports are organized into folders which represent channels and methods of interaction: Chat, Cobrowse, Email, Messaging Hub, Notify, Offers, Social and Virtual Assistant. There is also an OmniChannel folder containing reports that span multiple channels at once (For example, first contact resolution, classifications).

Under each of these folders, you will find a set of sub-folders for real-time reports, detail reports and historical reports. The latter are organized into several folders for different time intervals:

• Daily: Report on a period of one or more days. The report will show daily totals, broken down by resource (For example, queue, agent).

• Weekly: Report on a period of one or more weeks. The report will show weekly totals, broken down by resource.

• Monthly: Report on a period of one or more months. The report will show monthly totals, broken down by resource.

• Intra-day: Use to investigate peaks and troughs during the course of a day. The report will show totals per resource (For example, queue, agent), broken down by half hour.

• Day-on-Day: Use to investigate peaks and troughs over several days. The report will show totals per resource, broken down by date.