Advanced Call Reporting - Call Center Supervisor Reports

Advanced Call Reporting - Call Center Supervisor Reports

Overview - Call Center Reports

The portal can generate custom reports about call queues. These reports will give a graphical overview of statistics for your call center over a given period of time. These reports can be about the call center, the call queues, or the individual agents.
To look at the call center reports, click the Reports button on the call center home screen.


The Reports button will open a dialog where you can choose the type of report, the date and time ranges, and the ability to customize the table columns shown. You can also have the report emailed on a chosen schedule, printed, and/or download the statistics or an agent log.


The bottom part of the dialog contains the graph and the table, which is customizable as to which columns are shown through the Table Settings button.

There are five types of reports to choose from and each will be discussed in the sections below. The 5 types are:

  1. Queue Stats
  2. Agent Stats
  3. Agent Availability
  4. Dialed Number Stats
  5. Abandoned

Note that if you see a number or statistic that is hyperlinked, you can click the statistic number to view all the information used to calculate the statistic selected. Statistics for queue, agent, agent availability, and DNIS can be viewed.  

Once a hyperlinked statistic is clicked, you can choose to print or download the report summary or view additional information within the options found on the right side of the page. 

Emailing a Report

Clicking on the Email Reports button will open a tool to send a particular type of report on a configured schedule. Select one or more. The types of reports are Summary (which is a summary of the following reports in this list), Call Queue, Agent, and Dialed Number. 

Printing a Report

To print the report that is currently on screen click on the Print button. Utilize the "print to PDF" feature available in most print dialogs to save the report as a file instead of printing it to paper.

Downloading a Report

You may select to download the Statistic data or an Agent Log by clicking on your choice in the dropdown menu that appears after clicking on the Download button. Clicking the download button will download a Comma Separated Value (.CSV) file with the corresponding data of your choice.

Report Types

Queue Stats

The Queue Stats (Statistics) Report provides call center supervisors with a view of the data for specific attributes on a queue-by-queue basis, such as call volume, calls handled, abandoned calls, average wait time, and much more.

The graph shown can be changed through the dropdown menu by clicking on the arrow beside the name of the statistic that is currently shown on the graph. The options for Queue Stats are:

  • Call Volume (VOL)
  • Calls Handled (CH)
  • Average Talk Time (ATT)
  • Average Wait Time (AWT)
  • Abandoned Calls (AC)
  • Service Level (SL)

Each queue has various parameters that you can view in the table below the graph. The table shows a row for each queue in the call center and the stats are in the columns. The shown columns can be customized through the Table Settings button.

 

The metrics that you can select or deselect through the checkboxes are defined in the table below.

StatisticDefinition

Volume (VOL)

Number of calls originating through a Call Queue. Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH)

Number of calls answered by agent originating through a Call Queue.

Calls Offered (CO)

Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.

Adjusted Calls Offered (ACO)

Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds.
 
 (Calls Offered CO) - (Adjusted Abandoned Calls AAC)

Voicemail (VM)

Total number of calls handled by the automated voicemail system.

Forward (FWD)

Total number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail.

Average Talk Time (ATT)

Average time (minutes) spent by an agent talking per call, on calls originating through a Call Queue (not including hold time).

Assisted Calls Handled (AST)

Number of calls answered and then forwarded to another agent. 

Average ACW Time (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Callbacks (CW)

Number of calls that requested a callback rather than waiting in the queue.

Avg Hold Time (AH)

Average time that a caller spends on hold (Excludes waiting time in the queue).

Service Level (SL)

Ratio of calls that meet the configurable service level agreement.

Percent Dial Transfers (DT)

Percentage of calls that landed in the queue and were eventually transferred out to an agent.

Abandoned Calls (AC)

Number of calls that abandoned the queue before being answered by an agent.

Adjusted Abandoned Calls (AAC)

Adjusted number of calls that abandoned the queue. Excludes calls abandoned in less than 10 seconds.
(Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR)

Ratio of calls offered that were abandoned before being offered to an agent.
 (Abandoned Calls)/(Calls Offered)

Adjusted Abandoned Rate (AAR)

Ratio of calls offered that were abandoned in under 10 seconds.
(Adjusted Abandoned Calls)/(Adjusted Calls Offered)

Average Handle Time (AHT)

Average time an agent spent on a call.
 Mathematical Average of: Talk Time (TT) + Hold Time (AH) + Disposition Time (ACW)

Average Wait Time (AWS)

Average time (seconds) spent in the selected queue for calls that were eventually dispatched to an agent. If none is selected, the total for all queues will be displayed.


Agent Stats

The Agent Stats (Statistics) report will display a variety of agent aspects compared with other agents over time. 

You can click the checkboxes in the 1st column to select which agent(s) are to be shown with each agent using the color behind their respective checkbox. Also, clicking on the 1st column header   (the bar graph icon) will toggle all the agent’s checkboxes on/off.

The graph shown can be changed through the dropdown menu by clicking on the arrow beside the name of the statistic that is currently shown on the graph. The options for Agent Stats are:

  • Calls Handled (CH)
  • Average Talk Time (ATT)

Each agent’s stats can be viewed in the table below the graph. The table shows a row for each agent and the stats are in the columns. The shown columns can be customized through the Table Settings button.

The statistics that you can select or deselect through the checkboxes are defined in the table below.

StatisticsDefinition

Calls Handled (CH)

Number of calls answered by the agent originating through a Call Queue.

Talk Time (TT)

Number of minutes spent by an agent on answered calls originating through a Call Queue. 

Average Talk Time (ATT)

Average number of minutes, per call, spent by the agent talking on calls originating through a Call Queue. Excludes hold time.

Assisted Calls Handled (AST)

Number of calls answered and then forwarded to another agent. 

Average ACW Time (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Average Hold Time (AH)

Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Average Handling Time (AHT)

Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW).

Missed Calls (MC)

Number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls.

  • Calls to an Agent as a User instead of Phone, where SIM Ring is on the User, will also not increment.
  • If a call rings an agent twice and they don't pick up both times, it will increase MC by 1 for that agent. 
  • If two agents ring in Round Robin, both will get the incremented stat for Missed Call.

Inbound Attempt (IA)

Number of attempted calls inbound to an agent. Includes call center calls. Excludes on-net calls and conference calls.

  • External calls routed to the User or Extension do increment this stat.

Inbound Answered (IANS)

Number of inbound answered calls to an agent. Includes call center calls. Excludes on-net calls and conference calls.

  • External calls routed to the User or Extension do increment this stat.

Inbound Minutes (IM)

Number of minutes spent by an agent on inbound calls. Includes call center calls. Includes talk and hold time. Excludes on-net calls and conference calls.

Inbound Average (IAVG)

Average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls and conference calls.

Outbound Attempts (OATT)

Number of outbound call attempts by an agent. Excludes on-net calls and conference calls.

    • Outbound Attempt includes all outbound calls by the agent.

Outbound Answered (OANS)

Number of outbound calls by agent answered by a remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls.

  • Outbound Answer includes calls answered, including a call answered by voicemail or auto-attendant.

Outbound Minutes (OM)

Number of minutes spent by an agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls.

Outbound Average (OAvg)

Average length of time spent by an agent on outbound calls. Excludes call center calls, on-net calls, and conference calls.


Agent Availability

The Agent Availability report generates a graphical representation of the agent’s availability in a domain or in a department within a domain. It will display the time an agent's status was set to online or set to lunch, etc. during the selected time period. Managers can utilize this report to quickly see when one agent is available, and another agent is not.

Each agent’s stats can be viewed in the table below the graph. The table shows a row for each agent and the stats are in the columns. The shown columns can be customized through the Table Settings button where you can choose to show or hide them by clicking on the checkboxes.

Column NameContent

Extension

Call center agent's extension.

Domain

If managing multiple domains, this shows which domain the call center agent is in.

Department

If a department has been assigned, this is the call center agent's department.

Queue Available Minutes (QAM)

Total time an agent is available for calls from the queue. Includes time Logged In/Online status. Excludes Break, Lunch, Meeting. Unavailable, Web, and Other statuses.

Queue Unavailable Time (QUM)

Total time an agent is not available for calls. Includes time Logged Off/Offline Status, Break, Lunch, Meeting, Web, and Other statuses. Excludes Available status.

Lunch (L)

Total time the call center agent's status was set to "lunch".

Break (B)

The total time the call center agent's status was set to "break".

Meeting (M)

Total time the call center agent's status was set to "meeting".

Other (O)

Total time the call center agent's status is not set to available, break, lunch, meeting, or web. Excludes unavailable status.

Web (W)

Total time the call center agent's status was set to "web".


Dialed Number Stats (DNIS)

The Dialed Number Stats report displays information based on the Dialed Number Identification Service (DNIS). DNIS is a telephone service that identifies for the receiver of a call the number that the caller dialed. It is a common feature of 800 and 900 lines. If you have multiple 800 or 900 numbers to the same destination, DNIS tells you which number was called.

The graph shown can be changed through the dropdown menu by clicking on the arrow beside the name of the statistic that is currently shown on the graph. The options for Dialed Number Stats are:

  • Call Volume (VOL)
  • Calls Handled (CH)
  • Average Talk Time (ATT)
  • Average Wait Time (AWT)
  • Abandoned Calls (AC)
  • Service Level (SL)

The displayed graph shows the data for the numbers shown in the table below the graph. You can select which numbers are included in the graph by clicking on the checkboxes in the first column which also shows the color coding to easily identify the graph by their corresponding colors.

Also, clicking on the 1st column header   (the bar graph icon) will toggle all of the checkboxes on/off.

Each number’s stats can be viewed in the table below the graph. The table shows a row for each agent and the stats are in the columns. The shown columns can be customized through the Table Settings button where you can choose to show or hide them by clicking on the checkboxes.

StatisticDefinition

Call Volume (VOL)

Number of calls originating through a Call Queue. Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH)

Number of calls answered by agent originating through a Call Queue.

Calls Offered (CO)

Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.

Adjusted Calls Offered (ACO)

Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds.
 
 (Calls Offered CO)- (Adjusted Abandoned Calls AAC)

Voicemail (VM)

Total number of calls handled by the automated voicemail system.

Forward (FWD)

Number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail.

Average Talk Time (ATT)

Average number of minutes spends per call by an agent talking on calls originating through a Call Queue. Excludes hold time.

Assisted Calls Handled (AST)

Number of calls answered and then forwarded to another agent. 

  • This will increment on transfer to any other user, they don't need to be associated to a queue.

Average ACW Time (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Callbacks (CW)

Number of calls that requested a callback rather than waiting in the queue.

Average Hold Time (AH)

Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Service Level (SL)

Ratio of calls meeting the configurable service level agreement.

Percent Dial Transfers (DT)

Percentage of calls that landed in the queue and were offered to an agent.

Abandoned Calls (AC)

Number of calls that abandoned the queue before being offered to an agent.

Adjusted Abandoned Calls (AAC)

Adjusted number of calls that abandoned the queue. Excludes calls abandoned in less than 10 seconds.
 (Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR)

Percentage of calls offered that were abandoned. (Abandoned Calls AC) / (Calls Offered CO)

Adjusted Abandon Rate (AAR)

Percentage of calls offered that were abandoned in under 10 seconds.
(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO)

Average Handle Time (AHT)

Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW).

Average Wait Time (AWT)

Average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, total for all queues will be displayed.


Abandoned

The Abandoned Calls report displays call center graphs for abandoned calls, grouped into individual queues. The graphed information is displayed with time in the x-axis and the number of calls abandoned in the y-axis. All the abandoned calls for the queue are displayed below the graph, including some statistics for each individual call.

The Table Settings button is hidden as there are no configurable attributes while showing the Abandoned Calls Report.



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