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.

ReportReport TypeReport Description
Agent Call Detail ReportHistoricalThis is a detailed list of all calls made or received by the agent
Agent Call ReportHistoricalThis allows you to view what types of calls were received or made by an agent (ACD, inbound, outbound, and so on).
Agent Duration ReportReal-TimeThis allows you to view how long an agent spends on different types of calls. This shows the total duration during the time period.
Agent Activity ReportAgents and SupervisorsThis allows you to view how agents used their time. It shows how much time they spend in different line/ACD states.
Agent Sign-In Sign-Out ReportHistoricalThese are time-stamped entries to reflect working time.
Agent Summary ReportHistoricalThis allows you to view and compare agent performance. They report on average durations and maximum durations during the time period.
Agent Unavailability ReportHistoricalThis allows you to monitor an agent’s “non-working” time.
Agent Disposition Code ReportHistoricalThis allows you to monitor an agent’s use of disposition codes.
Call Center Call Detail ReportHistoricalThis contains a detailed list of all calls handled by the call center.
Call Center Incoming CallsReal-TimeThis 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?
Call Center Presented Calls ReportReal-TimeThis allows you to view what is happening to calls that enter the queue, for example, how many were received, abandoned, escaped, and so on.
Abandoned Call ReportReal-TimeThis allows you to view the number of calls queued and abandoned. Then you can adjust staffing to create the proper balance.
Call Center Summary ReportHistoricalThis allows you to monitor the trends for queued calls, for example, the average wait time, average speed of answer, average abandonment.
Service Level ReportHistoricalThis allows you to monitor the compliance with service levels (up to five). Then you can adjust staffing to meet contract obligations and customer satisfaction.
Call Center Disposition Code ReportHistoricalThis allows you to monitor the use of disposition codes for calls handled from a call center
Call Center Overflow MatrixHistoricalThis allows you to monitor whether calls are overflowing according to expectations. Then you can adjust staffing to create proper balance.

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