Reports & Analytics
Three of the four applets report on their own data; the fourth (Engagement) has listings and an audit trail but no report. Nothing in the module reports across applets, and nothing in it reports on sales — customer sales history is in Sales and the receivables reports are in Financial Accounting.
Unified Contact Center
Dashboard — date-ranged. New Conversations, Messages and Session counts with a percentage
change; conversation counts by channel and by project; message counts by message type (AUDIO,
CONTACT, IMAGE, TEMPLATE, TEXT, unsupported) and by sender type (AUTO, HUMAN_AGENT,
USER, VIRTUAL); predefined-message counts per agent.
Reports — four, each filtered by a date range that starts at the last month, at 50 rows a page. Only Task and Agent export to CSV; the Conversation and User reports have no export button.
| Report | Columns | Use it to answer |
|---|---|---|
| Task | Code, Name, Target Type, Task Status, Channel, Total Duration, Created Date, Last Modified Date | How long tasks took, by channel; which are still open |
| Agent | Code, Name, Total Tasks, Completed Tasks, Cancelled Tasks, In-Progress Tasks, Average Duration | Workload and throughput per agent |
| Conversation | One row per agent who sent messages: email, name, conversation count, message count. Expand a row for its conversations — title, channel, created, updated, status | Who handled how much. It loads only when you press Filter, and the project filter is ignored. If looking up an agent’s user profile fails, or the profile has no name, that agent is left off the list; an agent with no profile at all appears with a blank e-mail and name |
| User | One row per customer-side contact who sent messages: name, customer ID, channel, channel ID — no counts and no drill-down | Who has been talking to you, and on which channel. Nothing loads until you press Filter; the project filter is ignored here too |
A Live Dashboard menu also exists on the applet’s sidebar. The screens, the routes and the columns are on the applet page.
What these reports do not carry: a first-response time, an SLA target, a CSAT or NPS score, a
sentiment value. A task is only as closed as an agent made it, because tasks are never closed by expiry. And read
Total Duration with care. The Task Report works it out in your browser, from the task’s creation to
the status-change event that closed it, and when it finds no such event it measures to the moment you
are looking. Completed tasks carry a different closing event, so a completed task’s Total Duration is
in practice its age, and it grows every day.
Event Management
Event Expense Report — a read over the claims module. A staff claim line that carries the
event is an expense of that event;
the report lists the tagged lines by claimant and expense item, for one event
or several, each with a
statistics call that feeds the dashboard panel on the event. It needs the claim-report
permission (TNT_AAT_CLAIM_REPORT_*), not a calendar permission.
There is no budget-versus-actual, because an event has no budget field, and no attendance report, because attendance is the participant list.
Sales Force Automation
The build the registry installs has a Dashboard — five count tiles and five charts over leads and deals, filtered by project and by a record-creation date range. Two of the five tiles are the same computation under different names, three of them count in the browser over one page of results rather than reporting a total, and every trend arrow and percentage on them is hard-coded. The Closed Won and Closed Lost listings are not reports of anything: they have no menu entry and they display hard-coded sample rows. There is no pipeline-value, conversion-rate or forecast report. The applet page has the detail.
Engagement
No report. The engagement listing (with its Engagement Category column) and the per-engagement
Gen Doc tab — the generic documents raised against the engagement, with doc type, number,
status, date and amount — are the views. The audit trail is at settings/applet-log, reachable by
URL.
The customers’ money — reports owned elsewhere
| Question | Report | Module |
|---|---|---|
| Who owes us, and how old is it? | Debtor Report — outstanding documents, ageing, statements, historical snapshots, AR transactions | Financial Accounting |
| Both sides of the sub-ledger at once | Debtor and Creditor Report | Financial Accounting |
| What did this customer buy? | The sales document listings and the Sales Report | Sales |
Reports the previous version of this page listed that do not exist
Contact Center Ticket SLA & Performance Log, Engagement Broadcast Campaign ROI (with open, click-through and attributed-revenue rates), AI Sentiment & Churn Risk Alert Summary, Agent Ticket Performance Audit with CSAT ratings, and RFM Customer Segment Analytics with Champions / Loyal / At-Risk / Lost tiers. None has a route, a controller or a query behind it.