The table below contains the names of Call Center Reports and information about what each report contains.
|Call Report Name||Includes|
|Abandoned Call Report||Calls Queued, Abandoned, Calls Answered, Calls Answered within Threshold |
Note: You can set the threshold in seconds.
|Agent Activity||Call Type, Inbound/Outbound Call Type and Number per Agent|
|Agent Activity Report||Status of Agents: Available, Wrap-Up, Unavailable and Hold|
|Agent Call Detail||Call Start and Call End, Call Type (In/Out), Number called, talk time, hold time|
|Agent Call Report||Calls Presented, Automatic Call Distributor (ACD) Calls, Inbound Calls, Outbound Calls |
Note: ACD calls are distributed to agents or groups based on their status, Available or Unavailable. The rules that are set up in the Call Center Settings.
|Agent Duration Report||ACD calls, outbound ACD calls, inbound calls/outbound calls, internal calls|
|Agent Sign-In/Out Report||Sign in date/time, Sign out date/time, staffed duration|
|Agent Summary Report||Average Staffed time, wrap-up time, unavailable time, talk time, hold time, handle time, high water marks/longest call, call summary, duration|
|Agent Unavailability Report||Date, Time, Agent Name, Unavailable code|
|Call Center Detail Report||Call center name, Call Start time, Call End time, Agent name, Agent number and extension, callers’ number, call result, number of bounces, talk time, hold time, wrap-up time|
|Call Center Incoming Calls||Call Center name, Calls Received, Received via Overflow, Calls Queued, Forced Forwarding, Night Service, Holiday Service|
|Call Center Overflow Matrix||Total overflow per Call Center|
|Call Center Presented Calls||Calls Queued, Calls Escaped, Calls Abandoned, Calls Presented, Calls Answered, Calls Answered in seconds, Calls Bounced, Calls Transferred, Calls Stranded|
|Call Center Report||Calls Queued, Calls Escaped, Calls Abandoned, Calls Answered in seconds, Overflow|
|Call Center Summary Report||Average wait time, average speed of answer, average abandonment time, average staff|
|Service Level Report||Date, Time, Call Center name, Average Wait Time, Average Speed of Answer, Calls Answered within seconds|
|Scheduled Reports||Any of the above reports can be scheduled to automatically email up to nine recipients on a requested report time and pattern by selecting Type: Scheduled and entering the reporting input.|