Workflow Reports

The Brand Embassy reports are divided into two main parts

1. Workflow Reports
2. Insight Reports

In the workflow reports, you will see the performance your teams. They are separated into three individual dashboards:

• Workflow Summary - a high-level overview of your customer service performance

• Workflow KPIs - efficiency and performance results

• Workflow Activities - summary of agent activity and performance comparison

Tip: You can set a time range for the reports to view results for today, yesterday, week, month or whenever with the calendar filter on the top right of the screen. The filter will apply to the whole report. Additional filters allow you to filter the report for specific agents, sources, sentiments or tags. You can also export each widget as an Excel spreadsheet.

Continue on to learn more about the specific reports or learn how to set up your own dashboard here.