Omnichannel Reporting

For more detailed analysis, Fusion Service also comes with standard Omnichannel reports that can be changed using the Omnichannel Events Subject Area in OTBI.

The following table shows some reports provided by Oracle that you can enhance using the OTBI subject areas:

Available reports

Report Name	Report Description
Omnichannel Agent Assignments By Interval	Gives you a count of Agent work assignments broken down by Channel. You can filter based on Agent, Queue, Channel and time frames.
Omnichannel Agent Assignments By Summary	Provides a summary count of Agent work assignments for chosen Agent, Queue, Channel and time frames.
Omnichannel Agent Assignments By Utilization	Provides Agent utilization details for chosen Agent, Queue, Channel and time frames.
Omnichannel Agent Output Detail	Shows you work assignments broken down by Agent. You can filter based on Queue, Agent, Channel, Offer acceptance and time frames.
Omnichannel Assignments By Interval	Provides a count of work assignments broken down by Channel. Users can filter based on Channel and time frames.
Omnichannel Assignments By Summary	Provides a summary count of work assignments broken down by Channel. Users can filter based on channel and time frames.
Omnichannel Output Detail	Gives you a list of work assignments broken down by Channel. You can filter based on Queue, Channel, Offer and time frames.
Omnichannel Queue Assignments By Interval	Gives you a count of work assignments in a Queue. You can filter based on Queue, Channel and time frames.
Omnichannel Queue Assignments By Summary	Provides a summary count of work assignment to a Queue. Users can filter based on Queue, Channel and time frames.
Omnichannel Queue Output Detail	Gives you a list of work assignments broken down by Queue. Users can filter based on Queue, Channel, Offer and time frames.
Omnichannel Agent Availability by Queue and Channel Type	Displays agent available and unavailable metrics grouped by channel type for all queues. You can see a detailed report (Work Type Handling) by selecting any of the counts.
Omnichannel Agent Work Offer, Acceptance and Availability by Queue	For a given queue the report shows the number of work units offered, the number accepted, the number declined against availability. That is, are agents declining work even though they're available.
Omnichannel Work Type Handling - Drill Report - 1	A drill down report from the Omnichannel Agent Availability by Queue and Channel Type report which shows agent available and unavailable metrics grouped by channel type for all queues at the agent level. Drillings down shows further classification into Accepted, Declined and Timed Out work.
Omnichannel Work Type Handling - Drill Report - 2	Drill down report from Omnichannel Work Type Handling - Drill Report - 1. Shows further classification into Accepted/Declined/Timed Out work.
Omnichannel Abandoned Chat Requests	Gives you a list of chat request offers on Digital Engagement Channels that are terminated or abandoned before being assigned to an agent. You can filter based on Queue and time frames.