A new Breakdown by Action Workspaces report helps admins understand and compare advisor/agent performance, identify bottlenecks, and spot outliers on workspace level.

The report is in the admin interface under Analyze > Reporting and contains the following fields:

• Workspace ID
• Workspace name
• Num. of contacts orchestrated
• Num. of contacts with inbound/outbound calls
• Num. of contacts with inbound/outbound texts
• Median agent response time in min
• Median contact response time in min
• Num. of surveys completed
• Num. of contacts converted to clients
• Num. of contacts not interested
• Num. of contacts opted-out

The report has filtering options for hierarchy and date range and is enabled for all Actions customers.