We have some of the best call reporting in the industry. Always be in the know when using real time call center reporting. Get reports ranging from outbound minutes, to call volume on market tracking numbers. Easily pull reports based off of department, queue, or individual user. Customize what you see within each report, and download them easily.
Overall calls per queue, including calls that never made it all the way through the auto attendant.
Number of calls per queue that were answered.
Number of calls that landed in the queue.
Calls to Voicemail
Number of calls that landed in Vmail after not being answered.
Number of calls the queue could not handle in the allotted amount of time and were forwarded on.
Adjusted Calls Offered
(Number of calls offered) - (# Number of calls abandoned in < 10 seconds).
Average Talk Time
Average time agents spent talking to customers, excluding hold time.
Average time between the end of the call and when the agent submits the disposition.
Average Hold Time
Average time that a customer was on hold, excluding time in the queue.
% Service Level
Percentage of calls answered from the queue within 60 seconds.
% Dial Transfers
Percentage of calls that landed in the queue and were eventually transferred out to an agent.
Number of calls that abandoned the queue before being transferred out to an agent.
Adj Abandon Calls
Number of calls abandoned in under 10 seconds.
Ratio of (abandoned calls) / (calls offered).
Adj Abandon Rate
Ratio of (adj abandoned calls) / (adj calls offered).
Avg Handle Time
Average of talk time + hold time + disposition time.
Avg Answer Speed
Average time in the queue for calls that were eventually dispatched to an agent.
Overall time that all queue agents were in the Available state.