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Run reports immediately and view real-time performance details on agents and call queues – including key performance indicators, such as average wait time, total number of calls, and more.
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- Agent Call Report: The total number of calls handled by agents, reported by call type.
- Agent Call by Skill Report: Number of calls an agent has received at different skill levels.
- Agent Duration Report: Provides information related to the duration of calls handled by agents.
- Agent Duration by Skill Report: Provides the time agents spent on calls answered at different skill levels.
- Agent Call Detail Report: Lists all calls made or received by agents, whether or not they were answered.
- Agent Activity Report: View agent activity, such as the time that an agent spends in various states.
- Agent Activity Detail Report: View all activity of agent(s) including status, disposition, and call activity.
- Agent Summary Report: View the average and longest times spent on various types of calls and in various statuses.
- Agent Unavailability Report: View the unavailability codes used by agents when setting their status to unavailable.
- Agent Disposition Code Report: View all disposition codes used by agents.
- Agent Sign In Sign Out Report: View all sign-in and sign-out events of agents.
- Call Center Incoming Calls Report: See how incoming calls are handled by call centers, whether they are queued or handled by policy prior to being queued.
- Call Center Report: See how calls are handled by call centers once they have been queued.
- Call Center Presented Calls Report: See how many of the queued calls were presented to agents, and how many were answered, allowing you to identify missed calls and customer experience.
- Abandoned Call Report: Total number of calls that hung-up while in queue but were not presented to the agent.
- Call Center Summary Report: A summary of the overall call center or Dialed Number Identification Service (DNIS) performance, including average statistics for wait time, speed of answer, abandonment time, and staffed time.
- Service Level Report: How incoming calls are handled in relation to the service levels you entered when running the report.
- Call Center Call Detail Report: Detailed information related to calls received by the call center or DNIS.
- Call Center Disposition Code Report: View information on disposition codes used by agents for a given call center or DNIS.
- Call Center Overflow Matrix Report: Provides information related to calls that overflow from one call center or DNIS to another within the same company.