Virtual Call Center Reports

Our reporting delivers a comprehensive set of configurable real-time and historical reports that are required for a broad range of call centers.

There are many canned reports included with the call center. The complete list, including a brief description of each canned report, can be found on the bottom of this page. reports.

#
Name
Report Type
Summary

1
Agent Call Detail Report
Historical
This is a detailed list of all calls made or received by the agent.

2
Agent Call Report
Historical
This allows you to view what types of calls were received or made by an agent (ACD, inbound, outbound, and so on).

3
Agent Duration Report
Real-Time
This allows you to view how long an agent spends on different types of calls. This shows the total duration during the time period.

4
Agent Activity Report
Agents and Supervisors
This allows you to view how agents used their time. It shows how much time they spend in different line/ACD states.

5
Agent Sign-In Sign-Out Report
Historical
These are time-stamped entries to reflect working time.

6
Agent Summary Report
Historical
This allows you to view and compare agent performance. They report on average durations and maximum durations during the time period.

7
Agent Unavailability Report
Historical
This allows you to monitor an agent’s “non-working” time.

8
Agent Disposition Code Report
Historical
This allows you to monitor an agent’s use of disposition codes.

9
Call Center Call Detail Report
Historical
This contains a detailed list of all calls handled by the call center.

10
Call Center Incoming Calls
Real-Time
This allows you to view what is happening to calls that arrive at the call center, for example, are they being deflected, are they arriving due to overflow?

11
Call Center Presented Calls Report
Real-Time
This allows you to view what is happening to calls that enter the queue, for example, how many were received, abandoned, escaped, and so on.

12
Abandoned Call Report
Real-Time
This allows you to view the number of calls queued and abandoned. Then you can adjust staffing to create the proper balance.

13
Call Center Summary Report
Historical
This allows you to monitor the trends for queued calls, for example, the average wait time, average speed of answer, average abandonment.

15
Service Level Report
Historical
This allows you to monitor the compliance with service levels (up to five). Then you can adjust staffing to meet contract obligations and customer satisfaction.

16
Call Center Disposition Code Report
Historical
This allows you to monitor the use of disposition codes for calls handled from a call center

17
Call Center Overflow Matrix
Historical
This allows you to monitor whether calls are overflowing according to expectations. Then you can adjust staffing to create proper balance.

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