The table below contains the names of Call Center Reports and information about what each report contains. These report options are available when logged into Call Center.
| 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. |
