Reporting

View call centre reports and statistics. Apply filters to the results and download all reports as a .csv file if required.

Inbound summary

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

1. Go to Your Apps > Stats Center > Inbound Summary.
2. Set the date range and timezone.
3. Select Abandoned to review calls with a wait time in the queue between -5 seconds and +115 seconds
4. Select a queue to view or view specific queues in the Inbound Queues report.
5. Check the box if you want to include deleted agents and queues.
6. Click to Apply Filters or Clear Filters:

7. Use the toggle to toggle between "Calls" view and "Joins view". See Calls and Joins.

   

   • 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 dropped out of the queue prior to time out without being handled
   • Abandoned under 20s: Number of abandoned calls that were in a queue for less than 20 seconds
   • Abandoned over 20s: Number of abandoned calls that were in a queue for over 20 seconds
   • Answered Rate: Percentage of calls answered relative to the total amount of calls
   • Missed Rate: Percentage of calls unanswered relative to the total amount of calls
   • Abandoned Rate: Percentage of calls abandoned relative to the total amount of calls in this queue
   • Total Talk Time: Total talk time for all calls
   • Average Talk Time: Average talking time for all calls
   • Average Answer Time: Average amount of time between the call being offered (ringing) and and the agent answering the call
   • Average Wait Time: Average time elapsed between a call joining the queue and to an agent answering the call
   • Average Abandon Time: Average time elapsed between a call joining the queue and leaving the queue prior to time out without being handled
   • Maximum Abandon Time: Maximum time elapsed between a call joining the queue and leaving the queue prior to time out without being handled

8. Click Download CSV if required.

Inbound queues

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

1. Go to Your Apps > Stats Center > Inbound Queues.

2. 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.

3. Calls: Use this toggle to toggle between "Calls" view and "Joins view". See Calls and Joins.

4. Click "Apply Filters" to load the data.

5. Sort the results table by any of the criteria displayed.

   

6. Click Actions to show the detailed call information for the queue.

   

7. Click Download CSV if required.

Inbound per agent

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

1. Go to Your Apps > Stats Center > Inbound Agents.
2. Set the date range and timezone filters.

3. The default result is a stats report but you can also select:

   • 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. Choose the agent you want to filter by and click Apply Filters.

   

   • 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.
   • Total talk time: total length of time agent was on calls
   • Total wait time: total length of time elapsed from when calls joined the queue and were answered by the agent
   • First login: date/time of agents first login for selected time period
   • Last login: date/time of agents last login for selected time period
   • Total logins: total number of logins for the period
   • Total logouts: total number of logouts for the period
   • Login duration: total login duration for the selected time period
   • Actions: show inbound call details

   

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 Your Apps > Stats Center > Inbound Calls.

2. Filter results by any of the following and click Apply Filters:

   • Duration - only display calls of a certain duration or greater
   • Queue - only display inbound calls for certain queues
   • Answered, missed or abandoned calls - use the toggle to determine what type of calls to display

   Note

   Abandoned calls in this report are based on overall wait time

   

3. Download the results as a .csv file if required.

Calls and joins

• 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.

CallsJoins

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.

1. Go to Your Apps > Stats Center > Inbound Agents

2. Filter by "Breaks Report", add the user or agent and click Apply Filters.

   

Important

When reviewing the agent report, consider which queues the agent is a member of and what are the queue configurations for "agent recovery time" and "queue timeout" and so on.

Note

The maximum wrap up time should generally be the same time as agent recovery time. For example, if agent recovery time is set at 15 seconds then wrap up time generally should be 15 seconds. However, sometimes this is interrupted if another call is placed or a number is dialed immediately after hanging up.

Activity summary

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

1. Go to Your Apps > Stats Center > Inbound Agents

2. Filter by "Activity Summary", add the user or agent and click Apply Filters.

   

Outbound calls

Important

Outbound call statistics are not available by default. If your call center allowed outbound calls, log a support ticket to enable outbound call statistics.

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

1. Go to Your Apps > Stats Center >> Outbound Calls.
2. Filter by timer to see calls of specific duration.
3. Add the agents name and click Apply Filters to load the results.
4. Click Actions to show a details list of outbound calls, time of call, called number, the caller ID that was displayed, waiting time for call to be answered, and talk time.

5. Download the results as a .csv file if required.

   

Abandoned calls

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.

Note

Abandoned call rates on the "Inbound Summary" shows duration of seconds in the queue before being abandoned. Abandoned calls on the "Inbound Calls" report represent total wait time before being abandoned. Alternatively, user can view Inbound Queues, filter by the queues and view the queue through the eye button on the right and sort by disposition to see the "per-queue" times.

Missed calls

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.

Hold time

The duration that a call in placed on hold is not reported in stats center explicitly. Hold time is included in the talk time metric.