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Generating Call Center Reports

This section provides an example of each type of report you can generate in the Call Center Reporting tool. It also describes the individual statistics you can include in the generated reports.

NOTE: The list of statistics will change based on the type of report you selected on the Basic tab

Queue Stats Report

The Queue Stats report allows supervisors to view specific attributes on a queue-by-queue basis based on user-configurable attributes.

The drop-down list shown below allows you to select the information that will show on the report.

To change the available configuration fields, click the Settings button at the top-right of the dialog box.

A list of check boxes displays. You can click the check box next to each field you want to include in the report graph and uncheck the ones you want to hide.

NOTE: You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all the check boxes On or Off.

Queue Stats Report Parameters

The following table describes each statistic available on the Queue Stats report:

Agent Statistics Report

The Agent Stats report shows various agent statistics over time.

NOTE: An additional UI configuration is required for Inbound, Outbound, and Missed Calls. Please contact your Hosted Voice administrator for more information.

NOTE: You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all checkboxes On or Off.

Agent Stats Report Parameters

The following table describes each statistic available on the Agent Stats report:

Agent Availability Report

The Agent Availability report shows the availability of agents in the domain or in a department within a domain. You choose the values that are to be graphed from the following options:

When configured, and when agents have been signing in and out, supervisors can see an agent availability display like the following:

Dialed Number Identification Service (DNIS) Statistics

The DNIS stats report shows information based on the DNIS. DNIS is a telephone service that informs the receiver about a call that the caller dialed. DNIS is a common feature of 800 and 900 services. If you have multiple 800 or 900 numbers to the same destination, the DNIS tells you which number was called.

NOTE: You can click the checkboxes in the 1st column for DNIS statistics to graph them individually; as shown in the above screenshot with the different colored rows. Also, clicking on the 1st column header (the bar graph icon) will toggle all the checkboxes On/Off.

DNIS Statistics Report Parameters

The following table describes each statistic available on the DNIS Stats report:

Abandoned Calls Report

The Abandoned Calls report shows call center graphs for abandoned calls, organized by individual queues. Time is measured along the x-axis and the number of calls abandoned is measured along the y-axis. All of the abandoned calls for the queue appear below the graph, along with statistics about each individual call.

NOTE: An additional UI configuration is required for Inbound, Outbound, and Missed Calls. Please contact your Hosted Voice administrator for more information.

NOTE: You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all checkboxes On or Off.

Updated on May 21, 2021

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