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.
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
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
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
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
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
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
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
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
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:
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
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
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
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
Most Contact Center reports support data export functionality for further analysis:
- CSV Export: For data analysis in external tools
- PDF Reports: For formal reporting and documentation
- API Access: For integration with external systems
- Real-time Data: For live monitoring and dashboards
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
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
- Monitor overall contact center performance
- Analyze agent productivity and efficiency
- Track queue performance and service levels
- Review campaign success and ROI
- Monitor agent status and availability
- Track individual agent performance
- Analyze call quality and outcomes
- Review queue efficiency and routing
- Review call recordings and quality metrics
- Analyze agent performance trends
- Monitor compliance and adherence
- Track customer satisfaction metrics
- 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
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