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.
| Report | Report Type | Report Description |
|---|---|---|
| Agent Call Detail Report | Historical | This is a detailed list of all calls made or received by the agent |
| 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). |
| 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. |
| 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. |
| Agent Sign-In Sign-Out Report | Historical | These are time-stamped entries to reflect working time. |
| 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. |
| Agent Unavailability Report | Historical | This allows you to monitor an agent’s “non-working” time. |
| Agent Disposition Code Report | Historical | This allows you to monitor an agent’s use of disposition codes. |
| Call Center Call Detail Report | Historical | This contains a detailed list of all calls handled by the call center. |
| 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? |
| 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. |
| 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. |
| 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. |
| 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. |
| Call Center Disposition Code Report | Historical | This allows you to monitor the use of disposition codes for calls handled from a call center |
| 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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