Call Center reporting helps call center managers have insight into their agents’ performance and shines a light on agent or customer trends that need to be addressed based on the information that the generated reports provide.
The Hosted Voice Call Center Reports feature provides useful agent-focused and call-queue focused metrics to gauge and improve agent and call center performance. These reports provide a graphical overview of call center statistics over a given period of time. The reports can cover the entire call center, queues, or individual agents. This granularity enables call center supervisors to better monitor their call center.
This section covers the following topics:
- Setting Call Center Report Options
- Generating Call Center Reports
- Scheduling and Emailing Reports