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Contact Center Reports Technical Documentation

Overview

This document provides a comprehensive overview of all Contact Center reports available in the system, their purposes, and functionality. These reports are specifically designed for contact center management and provide insights into agent performance, queue operations, and call center metrics.

Contact Center Report Categories

The Contact Center reports are organized into several main categories: - Agent Performance: Agent activity and status monitoring - Queue Management: Queue performance and call handling - Call History: Detailed call tracking and analysis - Campaign Management: Campaign performance and metrics - Channel Integration: Multi-channel communication tracking

Available Contact Center Reports

1. Agents Activity Report

Purpose: Provides comprehensive activity statistics for contact center agents.

Key Features: - Agent-specific performance metrics - Activity tracking per agent - Call handling statistics - Agent productivity analysis

Data Points Included: - Total calls handled per agent - Call duration statistics - Call success/failure rates - Agent activity patterns - Performance metrics

Use Cases: - Monitor individual agent performance - Identify high-performing agents - Track agent productivity trends - Analyze agent workload distribution

Column Value Calculations:

The Agents Activity Report displays the following columns with their specific calculation methods:

  • Name: The display name of the agent as configured in the system
  • Extension: The unique extension number assigned to the agent
  • Tags: Custom labels or categories assigned to the agent for organizational purposes
  • Total Calls: The total number of calls (inbound, outbound, internal, transferred) that the agent was involved in during the reporting period
  • Answered Calls: The number of inbound calls successfully answered by the agent during the reporting period
  • Answered Calls (%): (Number of Answered Calls / Total Calls) × 100. This represents the percentage of calls the agent answered out of all calls they were involved in
  • On Call Time: The cumulative duration an agent spent actively engaged in conversations on calls (talk time) during the reporting period
  • On Call Avg Time: On Call Time / Number of Answered Calls. This is the average duration of calls handled by the agent
  • Time to Answer Max: The longest duration (in seconds) it took for the agent to answer an incoming call during the reporting period
  • Time to Answer Avg: The total time taken to answer all calls / Number of Answered Calls. This is the average time an agent took to answer incoming calls
  • Login Time: The total cumulative duration an agent was logged into the system during the reporting period, regardless of their status
  • Idle Time: The total cumulative duration an agent was logged in and available to receive calls but was not actively on a call or in any other specific state (e.g., Wrap Up, Not Available, DND)
  • Wrap Up Time: The total cumulative duration an agent spent in an after-call work (ACW) or wrap-up state after a call ended, used for administrative tasks related to the call
  • Hold Time: The total cumulative duration that calls handled by the agent were placed on hold during the reporting period
  • Not Available Time: The total cumulative duration an agent was in a "Not Available" state (e.g., break, lunch, meeting, training), indicating they were logged in but not ready to take calls
  • DND Time: The total cumulative duration an agent was in "Do Not Disturb" (DND) mode, meaning they were logged in but explicitly opted out of receiving calls

2. Agents Status Activity Report

Purpose: Tracks agent status changes and availability patterns.

Key Features: - Agent status monitoring - Status change tracking - Availability analysis - Status duration metrics

Data Points Included: - Agent status changes - Status duration periods - Availability patterns - Status transition frequency - Agent availability metrics

Use Cases: - Monitor agent availability - Analyze status patterns - Optimize agent scheduling - Track availability trends

3. Queues Activity Report

Purpose: Analyzes queue performance and call distribution patterns.

Key Features: - Queue performance metrics - Call distribution analysis - Queue efficiency tracking - Wait time analysis

Data Points Included: - Queue call volume - Average wait times - Call distribution patterns - Queue efficiency metrics - Service level statistics

Use Cases: - Monitor queue performance - Analyze call distribution - Optimize queue configuration - Track service levels

4. Calls History Report

Purpose: Provides detailed historical call data for contact center analysis.

Key Features: - Complete call history - Call outcome tracking - Historical call analysis - Call quality metrics

Data Points Included: - Call timestamps and duration - Call outcomes and dispositions - Agent handling information - Call quality scores - Historical trends

Use Cases: - Analyze call patterns over time - Track call quality trends - Review historical performance - Identify improvement opportunities

5. Queues Calls Report

Purpose: Focuses specifically on calls handled through contact center queues.

Key Features: - Queue-specific call tracking - Queue call analytics - Call routing analysis - Queue performance metrics

Data Points Included: - Calls per queue - Queue handling times - Call routing information - Queue-specific metrics - Call distribution by queue

Use Cases: - Monitor queue call volume - Analyze queue performance - Optimize call routing - Track queue efficiency

6. Queues Outbound Calls Report

Purpose: Tracks outbound calls initiated through contact center queues.

Key Features: - Outbound call tracking - Campaign call analysis - Outbound call success rates - Agent outbound activity

Data Points Included: - Outbound call volume - Campaign performance - Call success rates - Agent outbound metrics - Campaign-specific data

Use Cases: - Monitor outbound campaigns - Track campaign success - Analyze agent outbound performance - Optimize outbound strategies

7. Campaigns Activity Report

Purpose: Provides comprehensive campaign performance and management insights.

Key Features: - Campaign performance tracking - Campaign success metrics - Campaign analytics - Campaign management insights

Data Points Included: - Campaign call volumes - Campaign success rates - Campaign performance metrics - Campaign-specific analytics - Campaign ROI data

Use Cases: - Monitor campaign performance - Analyze campaign success - Track campaign ROI - Optimize campaign strategies

8. Queues Availability Report

Purpose: Compares, for each time slot, the callers waiting in the selected queues with the agents that were available to take them, to show when the contact center was understaffed.

Key Features: - One row per time interval of 5, 10, 15 or 30 minutes (default 5) - Select one or more queues; the report stays empty until at least one queue is selected - Intervals with callers waiting and no available agents are highlighted in red - Click an interval to see each agent's status during that slot (Available, On Call, Wrap Up, Hold, Logged Out, DND, Not Available or a custom break, No Data) - "Hide empty intervals" and "Hide zero Queues Waiting" switches to focus on the slots that matter - The selected range is extended to whole intervals and limited to 1,000 rows; for longer periods, choose a wider interval or a shorter range

Data Points Included: - Interval: start and end of the time slot - Queues Waiting: callers that were waiting at any point of the slot (a call counts from the slot it entered the queue until it was answered, or until it hung up if it was never answered) - Agents Available: agents in Available (idle) state at the start of the slot

Export: Download as CSV (the rows shown on screen). Not available as a scheduled export.

Use Cases: - Find the times of day when callers waited with no agent available - Size staffing and break schedules by time slot - Explain abandoned calls in a given period

9. CX Channels Summary Report

Purpose: Summarises the conversations handled on each CX channel (web chat, WhatsApp, email, social, etc.) in the selected period. Available to accounts with CX Channels.

Key Features: - One row per channel (inbox) - Summary cards with the number of channels and the total conversations - A channel with no traffic in the period shows "-" instead of 0

Data Points Included: - Channel and type - Conversations, incoming and outgoing messages - Resolved conversations - Average first response time and average resolution time

Export: Download as CSV. Can be scheduled as CX Channels Activity under Scheduled Report Exports.

Use Cases: - Compare volume and response times across channels - Monitor resolution performance per channel

10. CX Conversations Report

Purpose: Lists the CX conversations created in the selected period, with access to each conversation's transcript. Available to accounts with CX Channels.

Key Features: - One row per conversation, newest first - "Read conversation" opens the full transcript: incoming messages on the left, outgoing on the right, private notes highlighted and activity events centred, each with sender and time - Each transcript can be downloaded as its own CSV file - Summary card with the total conversations

Data Points Included: - Contact - Channel and inbox - Status - Agent (assignee) - Created date and time

Export: Download as CSV; the file applies the filters set on screen. Can be scheduled under Scheduled Report Exports.

Use Cases: - Review individual customer conversations - Audit agent responses for quality - Keep a record of conversations outside the platform

11. CX Channels Activity Report

Purpose: Shows the CX channels analytics dashboard (conversations, response and resolution times, agent and inbox reports) embedded in the portal. Available to accounts with CX Channels.

Key Features: - Interactive charts and reports of the CX Channels application, without leaving the portal - For a downloadable, per-channel table, use the CX Channels Summary report

Use Cases: - Explore channel trends interactively - Drill into agent and inbox performance

Contact Center Report Access and Permissions

Each Contact Center report has specific permission requirements that determine who can access and view the data. These permissions are managed through the role-based access control system and include:

Permission Structure

The Contact Center reports use a hierarchical permission structure:

  • CallCenter.Enabled: Overall access to Contact Center functionality
  • CallCenter.Read: Read access to Contact Center data
  • CallCenter.Reports: Access to Contact Center reports
  • CallCenter.Config: Configuration access (where applicable)
  • CallCenter.Status: Status monitoring access

Report-Specific Permissions

Each report has individual permission controls:

  • AgentsActivity: Access to agent activity reports
  • AgentsStatusActivity: Access to agent status reports
  • QueuesActivity: Access to queue activity reports
  • CallsHistory: Access to call history reports
  • QueuesCalls: Access to queue call reports
  • QueuesOutboundCalls: Access to outbound call reports
  • CampaignsActivity: Access to campaign reports

Role-Based Access

Different roles have varying levels of access to Contact Center reports:

  • Admin Callcenter: Full access to all Contact Center reports
  • Admin Callcenter Reports: Access to Contact Center reports only
  • Admin Callcenter Recordings: Access to Contact Center reports and recordings
  • Admin Reports and CallCenter: Access to general reports and Contact Center functionality

Report Data Sources

Contact Center reports pull data from various system components:

  • Agent Management System: Agent status and activity data
  • Queue Management System: Queue performance and call routing data
  • Call Detail Records: Detailed call information and outcomes
  • Campaign Management System: Campaign performance and metrics
  • Contact Center Database: Contact center specific data and configurations

Report Export and Integration

Contact Center reports are downloaded from the report page as CSV files, for the period and filters selected on the page. Agents Status Activity and CX Channels Activity have no download.

Queues Activity, Agents Activity, Calls History, Queues Calls, Queues Outbound Calls, Campaigns Activity, CX Conversations and CX Channels Activity (the CX Channels Summary table) can also be emailed automatically as CSV or JSON on a schedule. See Scheduled Report Exports.

Downloading the Campaigns Activity report requires its download permission in the user's role, which can also mask lead numbers.

Performance Considerations

Contact Center reports are optimized for:

  • Real-time Monitoring: Live agent and queue status
  • Historical Analysis: Long-term performance trends
  • Large Data Sets: Efficient handling of high-volume call data
  • Multi-tenant Support: Isolated data per account

Integration Points

Contact Center reports integrate with various system components:

  • Agent Management: Real-time agent status and performance
  • Queue Management: Queue performance and call routing
  • Call Recording: Call quality and training analysis
  • CRM Systems: Customer interaction tracking
  • Workforce Management: Agent scheduling and optimization

Use Cases by Role

Contact Center Managers

  • Monitor overall contact center performance
  • Analyze agent productivity and efficiency
  • Track queue performance and service levels
  • Review campaign success and ROI

Contact Center Supervisors

  • Monitor agent status and availability
  • Track individual agent performance
  • Analyze call quality and outcomes
  • Review queue efficiency and routing

Quality Assurance Teams

  • Review call recordings and quality metrics
  • Analyze agent performance trends
  • Monitor compliance and adherence
  • Track customer satisfaction metrics

Operations Teams

  • Monitor system performance and capacity
  • Analyze call volume and patterns
  • Track queue efficiency and routing
  • Review campaign performance and optimization

Data Retention and Compliance

Contact Center report data is retained according to:

  • Regulatory Requirements: Industry-specific compliance needs
  • Business Policies: Internal data retention policies
  • Performance Monitoring: Historical trend analysis needs
  • Quality Assurance: Training and improvement requirements

Future Enhancements

Planned improvements for Contact Center reports include:

  • Real-time Dashboards: Live performance monitoring
  • Predictive Analytics: Call volume and performance forecasting
  • Advanced Filtering: More sophisticated query capabilities
  • Mobile Optimization: Enhanced mobile report access
  • AI-powered Insights: Automated performance recommendations