Call Center Reporting

• If you have a team of sales agents, easily track and follow their phone call statistics.
• Get market tracking number reports so you know which marketing material is working for your business.
• Get reports for call queues, dialed numbers, and agents.
• The reports we offer are listed below:

Call Volume

Overall calls per queue, including calls that never made it all the way through the auto attendant.

Calls Handled

Number of calls per queue that were answered.

Calls Offered

Number of calls that landed in the queue.

Calls to Voicemail

Number of calls that landed in Vmail after not being answered.

Calls forwarded

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 ACW

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.

Abandoned Calls

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.

Abandon Rate

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.

Available Minutes

Overall time that all queue agents were in the Available state.