Reporting

In the Stats Center app, you can view the following reports and statistics. You can apply filters to the results and download all reports as a .csv file if required.

Viewing inbound summary

The inbound summary is the total of all calls into all call center queues across the entire account.

  1. Go to Stats Center > Inbound Summary.
  2. View total inbound calls to all call center queues on the account.
  3. Set the date range and timezone.
  4. Select Abandoned to review calls with a wait time between -5 seconds and +115 seconds
  5. Select a queue to view, you can view specific queues in the Inbound Queues report.
  6. Check the box to include deleted agents and queues.
  7. Click to Apply Filters or Clear Filters and review the following statistics:

    • Total Calls: All calls that were received during the selected time period. (Includes calls that enter and leave a queue repeatedly)
    • Answered Calls: All calls that were connected to an agent.
    • Missed Calls: Calls that time out on the queue without being handled.
    • Abandoned Calls: Calls that drop out of the queue prior to time out without being handled.
  8. Calls: You can use this slider to toggle between "Calls" view and "Joins view". Your dashboard will display the results for the option that you select.

    • Calls - displays the amount of unique calls that travelled through the Call Center. If a call joins the same queue multiple times (due to callflow setup or overflow back to original queue), it is counted as a single call. If a call overflows to another queue, it is counted in each queue.

    • Joins - displays how many times all calls joined any queue. It includes multiple joins to the same queue for a single call and overflows to other queues for the same call.

      NOTE: The "Inbound calls" tab only shows calls, not individual joins.

  9. Click Download CSV if required.

    NOTE: The inbound summary dashboard also displays the percentage rate of the call types and the average talk time, answer time, and wait time that callers experienced.

    inbound summary

Viewing inbound queues

"Inbound queues" is a summary of call activity in Queues for inbound calls.

  1. Go to Stats Center > Inbound Queues.
  2. View a summary of the call activity in each queue for inbound calls.
  3. Set the date range and timezone filters and review the following statistics.

    • Answered Calls: All calls that were connected to an agent.
    • Missed Calls: Calls that were ended by the caller before the call was offered to an agent. These calls timed out on the queue without being handled.
    • Abandoned Calls: Calls that were offered to an agent but not answered. These calls left queue prior to time out without being handled. You can also view the averaged number of abandoned calls and the maximum wait time before call was abandoned per queue.
  4. Calls: You can use this slider to toggle between "Calls" view and "Joins view".

    • Calls - displays the amount of unique calls that travelled through the queue. If a call joins the same queue multiple times (due to callflow setup or overflow back to original queue), it is counted as a single call. If a call overflows, it is counted in each queue.

    • Joins - displays how many times a call, that travelled through a queue, joined that queue. It includes multiple joins to the same queue for a single call.

  5. You can sort the results table by any of the criteria displayed.

    inboundqueues

  6. You can click Actions to show the inbound call details for each queue: Queue, Time of Offer, Calling Number, Waiting Time, Talk Time and Disposition.

  7. Click Download CSV if required.

Viewing inbound agents

The agent activity report shows breaks, show total time worked, show total on call time.

  1. Go to Stats Center > Inbound Agents.
  2. Set the date range and timezone filters.
  3. From the dropdown menu, select Stats Report or one of the following:

    • Breaks Report - displays when agents were away or on external calls.
    • Activity Summary - displays agent activity such as logins and logouts, breaks, and total time spent in recovery mode or wrap up.
  4. From the Select Agent dropdown, click the call center agent or agents that you want to review.

  5. View agent reports.

    • Answered: Calls that were connected to this agent.
    • Missed: Calls that were ended by the caller before the call was offered to this agent.
    • DND or Rejected: Calls that ended because the agent was either in do-no-disturb mode or rejected the call. inboundagent
  6. Click Actions to show the inbound call details: Queue, Time of Offer, Calling Number, Waiting Time, Talk Time

    inboundagentdetail

Breaks Report

Shows when agents were on a break from call center activity, either away, on external calls, and the reasons that were recorded for the break. breaks report

Activity Summary

Shows agent activity such as logins and logouts, breaks, and total time spent in recovery or wrap-up mode. agent activity agent activity

Viewing inbound calls

The "inbound calls" report shows inbound calls for all agents and all queues. It also shows the wrapup reasons applied to each call.

  1. Go to Stats Center > Inbound Calls.
  2. Review all inbound calls for each queue and each agent.
  3. Filter by queue and choose to display only answered, missed, or abandoned calls as required.
  4. Download the results as a .csv file if required.

    inboundcalls

Viewing outbound calls

NOTE: Outbound call statistics are not available by default. If your call center allows outbound calls, then these statistics must be enabled on the account.

The "outbound calls" report shows all outbound calls per agent.

  1. Go to Stats Center > Outbound Calls.
  2. Review all outbound calls for each agent and filter as required.
  3. Click Actions to show a list of outbound calls, time of call, called number, waiting time, and talk time.
  4. Download the results as a .csv file if required.

    outboundcalls

Frequently asked questions

Q: What determines an abandoned call?

A: A call is considered an abandoned call when an event happens that is not related to an agent's action, for example:

  • The call disconnects.
  • The caller hung up the call while waiting in the queue.
  • The caller pressed 0 for added options (voicemail, and so on). This only available if the "Zero Out" configuration is configured in the queue settings.

A call is indicated as "abandoned" if it leaves the queue before timing out.

Q: What determines a missed call?

A: Missed Calls are calls that were offered to but not answered by the agent. Each time a call is offered to an agent and the agent does not answer, the call is considered missed and the count increments. If a call rings the agent again, the count increases if the agent does not answer the call. A call is indicated as "missed" if it leaves the queue after timing out.

Q: If a call leaves one queue for another queue after timing out, does it show as missed in the first queue?

A: It depends on the reason that it moved queues and which report level you are viewing, for example:

If a call comes in on Q1, times out and goes to escalation Q2 where it is answered, the same call is reported as follows:

  • Inbound Queues Q1: missed
  • Inbound Queues Q2: answered
  • Inbound Agents:
    • missed (for all agents to whom the call was offered);
    • answered (only for the agent who answered it)
  • Incoming Calls: answered (because it was answered in Q2)
  • Inbound Summary: appears as missed in Q1 (only when the route to Q2 is escalation from Q1)

    NOTE: If there was another route to Q2, such as transfer or predefined callflows, then the call does not appear as missed in Q1.