Call center statistics

Call center reporting allows administrators and call center supervisors to view the status and statistics of your Call Center’s activity. Additionally, it is possible to configure email reports to be sent on a predefined schedule. Within Call Center Reporting there are a number of reports which can be run on Agents, queue activity, and key performance indicators.  Any report can be generated in real-time or placed on a schedule to be sent out via email.

The Dashboard provides real-time monitoring capabilities and allows a Supervisor to monitor the Agent, queue activity, and performance indicators such as:

• Longest wait time
• Expected wait time
• Average handle time
• Number of staff in the queue
• Number of idles

Within Call Center Reporting, there are a number of reports that can be run on Agents, the queue activity, and key performance indicators.  Any report can be generated in real-time or placed on a schedule to be sent out via email.

NOTE: All Call Centers need to have External Reporting turned on by a Nextiva Support Agent. 

Accessing call center reports

1. From the NextOS home page, select Voice.
2. From the Nextiva Voice Admin Dashboard, select the drop-down next to Launch Web Application, then select Supervisor Dashboard in the top-right corner.

 

Accessing the Supervisor Dashboard

 

4. Once the Supervisor Dashboard is accessed, select the Reporting link in the upper right corner.

 

Call Center Reporting

 

5. Here you will be presented with the Nextiva Call Center Enhanced Report screen.

 

Nextiva Call Center Enhanced Reporting

 

6. There are a number of selectable reports that can be run.  Select a report template from the drop-down list next to Template.  Agents can only generate reports about their own activity, whereas supervisors have access to reports on activity and performance of Agents and Call Centers under their supervision.  The Reporting feature allows you to run reports immediately and schedule reports to run in the future using predefined templates.  Reports can be of type Agent or Call Center, listed below for convenience.

Agent Reports: Agent Reports allow you to generate reports containing statistics on one or more agents.

• Agent Call Report: The Agent Call Report can be used by administrators, agents, and supervisors to request real-time or historical reports. This report provides information about the number of calls handled by agents, reported by call type.
• Agent Call by Skill Report: The Agent Call by Skill Report can be used by administrators, agents, and supervisors to request real-time or historical reports. The report provides information about the number of ACD calls an agent has received at different skill levels.
• Agent Duration Report: The Agent Duration Report can be used by administrators, agents, and supervisors to request real-time or historical reports. The report provides information related to the duration of calls handled by agents. 
• Agent Duration by Skill Report: The Agent Duration by Skill Report can be used by administrators, agents, and supervisors to request historical reports. The report provides the time agents spent on ACD calls answered at different skill levels.
• Agent Call Detail Report: The Agent Call Detail Report can be used by administrators, agents, and supervisors to request historical reports. The report provides information related to calls made or received by agents, whether or not they were answered.
• Agent Activity Report: The Agent Activity Report can be used by administrators, agents, and supervisors to request real-time or historical reports. The report provides information related to the activity of agent(s), such as the time that an agent spends in various states.
• Agent Activity Detail Report: The Agent Activity Detail Report can be used by administrators, agents, and supervisors to request historical reports. The report provides details related to the activity of agent(s) including all State, Disposition, and Call activity.
• Agent Summary Report: The Agent Summary Report can be used by administrators and supervisors to request historical reports. The report provides summary information related to the performance of the agent(s), including the average and longest times spent on various types of calls and in various states.
• Agent Unavailability Report: The Agent Unavailability Report can be used by administrators and supervisors to request historical reports. The report provides information related to the unavailability codes used by agents when setting their state to Unavailable.
• Agent Disposition Code Report: The Agent Disposition Code Report can be used by administrators and supervisors to request historical reports. The report provides information related to disposition codes used by agents.
• Agent Sign In Sign Out Report: The Agent Sign In Sign Out Report can be used by administrators, agents, and supervisors to request historical reports. The report provides information related to the sign-in and sign-out events of agents.

Call Center Reports: Call Center Reports allow you to generate reports that include statistics related to one or more call centers or one or more Dialed Number Identification Services (DNIS) for a selected call center.

• Call Center Incoming Calls Report: The Call Center Incoming Calls Report can be used by administrators and supervisors to request real-time or historical reports. The report provides information related to how incoming calls are handled by call centers, whether they are queued or handled by policy prior to being queued.
• Call Center Report: The Call Center Report can be used by administrators and supervisors to request real-time or historical reports. The report provides information related to how calls are handled by call centers once they have been queued.
• Call Center Presented Calls Report: The Call Center Presented Calls Report can be used by administrators and supervisors to request real-time or historical reports. The report provides insight on 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: The Abandoned Call Report can be used by administrators and supervisors to request real-time and historical reports. The report provides information on calls that hung-up while in queue but were not presented to agent.
• Call Center Summary Report: The Call Center Summary Report can be used by administrators and supervisors to request historical reports. The report provides summary information related to call center or DNIS performance, including average statistics for wait time, speed of answer, abandonment time, and staffed time.
• Service Level Report: The Service Level Report can be used by administrators and supervisors to request historical reports. The report provides information related to how incoming calls are handled in relation to service levels provided as input parameters.
• Call Center Call Detail Report: The Call Center Call Detail Report can be used by administrators and supervisors to request historical reports. The report provides detailed information related to calls received by the call center or DNIS.
• Call Center Disposition Code Report: The Call Center Disposition Code Report can be used by administrators and supervisors to request historical reports. The report provides information related to disposition codes used by agents for a given call center or DNIS.
• Call Center Overflow Matrix Report: The Call Center Overflow Matrix Report can be used by administrators and supervisors to request historical reports. The report provides information related to calls that overflow from one call center or DNIS to another within the same company, in relation to the Overflow policy (size or time).

NOTE: For additional information on the above reports, please feel free to review the Nextiva Call Center Supervisor Dashboard User Guide ​(Reference pages 25 – 26).

 

Access call center reports

1. From the NextOS admin home page, click your initials on the top-left and select My Profile > Voice > Call Center > Launch Dashboard.

2. Select Supervisor Dashboard in the top-right corner.

 

Accessing the Supervisor Dashboard

 

4. Once the Supervisor Dashboard is accessed, select the Reporting link in the upper right corner.

 

Call Center Reporting

 

5. Here you will be presented with the Nextiva Call Center Enhanced Report screen.

 

Nextiva Call Center Enhanced Reporting

 

6. There are a number of selectable reports that can be run.  Select a report template from the drop-down list next to Template.  Agents can only generate reports about their own activity, whereas supervisors have access to reports on activity and performance of Agents and Call Centers under their supervision.  The Reporting feature allows you to run reports immediately and schedule reports to run in the future using predefined templates.  Reports can be of type Agent or Call Center, listed below for convenience.

Agent Reports: Agent Reports allow you to generate reports containing statistics on one or more agents.

• Agent Call Report: The Agent Call Report can be used by administrators, agents, and supervisors to request real-time or historical reports. This report provides information about the number of calls handled by agents, reported by call type.
• Agent Call by Skill Report: The Agent Call by Skill Report can be used by administrators, agents, and supervisors to request real-time or historical reports. The report provides information about the number of ACD calls an agent has received at different skill levels.
• Agent Duration Report: The Agent Duration Report can be used by administrators, agents, and supervisors to request real-time or historical reports. The report provides information related to the duration of calls handled by agents. 
• Agent Duration by Skill Report: The Agent Duration by Skill Report can be used by administrators, agents, and supervisors to request historical reports. The report provides the time agents spent on ACD calls answered at different skill levels.
• Agent Call Detail Report: The Agent Call Detail Report can be used by administrators, agents, and supervisors to request historical reports. The report provides information related to calls made or received by agents, whether or not they were answered.
• Agent Activity Report: The Agent Activity Report can be used by administrators, agents, and supervisors to request real-time or historical reports. The report provides information related to the activity of agent(s), such as the time that an agent spends in various states.
• Agent Activity Detail Report: The Agent Activity Detail Report can be used by administrators, agents, and supervisors to request historical reports. The report provides details related to the activity of agent(s) including all State, Disposition, and Call activity.
• Agent Summary Report: The Agent Summary Report can be used by administrators and supervisors to request historical reports. The report provides summary information related to the performance of the agent(s), including the average and longest times spent on various types of calls and in various states.
• Agent Unavailability Report: The Agent Unavailability Report can be used by administrators and supervisors to request historical reports. The report provides information related to the unavailability codes used by agents when setting their state to Unavailable.
• Agent Disposition Code Report: The Agent Disposition Code Report can be used by administrators and supervisors to request historical reports. The report provides information related to disposition codes used by agents.
• Agent Sign In Sign Out Report: The Agent Sign In Sign Out Report can be used by administrators, agents, and supervisors to request historical reports. The report provides information related to the sign-in and sign-out events of agents.

Call Center Reports: Call Center Reports allow you to generate reports that include statistics related to one or more call centers or one or more Dialed Number Identification Services (DNIS) for a selected call center.

• Call Center Incoming Calls Report: The Call Center Incoming Calls Report can be used by administrators and supervisors to request real-time or historical reports. The report provides information related to how incoming calls are handled by call centers, whether they are queued or handled by policy prior to being queued.
• Call Center Report: The Call Center Report can be used by administrators and supervisors to request real-time or historical reports. The report provides information related to how calls are handled by call centers once they have been queued.
• Call Center Presented Calls Report: The Call Center Presented Calls Report can be used by administrators and supervisors to request real-time or historical reports. The report provides insight on 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: The Abandoned Call Report can be used by administrators and supervisors to request real-time and historical reports. The report provides information on calls that hung-up while in queue but were not presented to agent.
• Call Center Summary Report: The Call Center Summary Report can be used by administrators and supervisors to request historical reports. The report provides summary information related to call center or DNIS performance, including average statistics for wait time, speed of answer, abandonment time, and staffed time.
• Service Level Report: The Service Level Report can be used by administrators and supervisors to request historical reports. The report provides information related to how incoming calls are handled in relation to service levels provided as input parameters.
• Call Center Call Detail Report: The Call Center Call Detail Report can be used by administrators and supervisors to request historical reports. The report provides detailed information related to calls received by the call center or DNIS.
• Call Center Disposition Code Report: The Call Center Disposition Code Report can be used by administrators and supervisors to request historical reports. The report provides information related to disposition codes used by agents for a given call center or DNIS.
• Call Center Overflow Matrix Report: The Call Center Overflow Matrix Report can be used by administrators and supervisors to request historical reports. The report provides information related to calls that overflow from one call center or DNIS to another within the same company, in relation to the Overflow policy (size or time).

NOTE: For additional information on the above reports, please feel free to review the Nextiva Call Center Supervisor Dashboard User Guide ​(Reference pages 25 – 26).