Detailed call report
Real-time reports
Call statistics
Call log
Call reports (KPI, AHT, ACW, CSAT, FCR, efficiency, %)
Detailed call report
- Detailed reports
- Call volume per day, week and month
- A daily call chart by hour (weekly and monthly averages)
- Share of missed calls, %
- Share of missed calls returned, %
- Average handling time (AHT)
- TOTAL talk time
- Average number of conversations per member of staff per day
- First call resolution (FCR)
- Call reports — KPI, AHT, ACW, CSAT, FCR, efficiency, %
- Other reports
| Ext Nr | 0302 | 0303 | 0304 | 0305 | 0306 | Avg. per period |
|---|---|---|---|---|---|---|
| Agent 1 (201) | 13 | 0 | 0 | 0 | 0 | 13 |
| Agent 2 (221) | 8 | 6 | 13 | 8 | 10 | 9 |
| Agent 3 (211) | 19 | 25 | 26 | 19 | 9 | 19.6 |
| Agent 4 (214) | 16 | 14 | 17 | 6 | 13 | 13.2 |
| Agent 5 (222) | 19 | 5 | 9 | 2 | 0 | 8.75 |
| Agent 6 (225) | 13 | 17 | 11 | 15 | 11 | 13.4 |
| Agent 7 (212) | 13 | 13 | 9 | 11 | 1 | 9.4 |
| Agent 8 (202) | 9 | 13 | 26 | 32 | 25 | 21 |
| Avg. per day | 10.09 | 9.27 | 10.18 | 11.18 | 7.73 | 11.61 |
Calls by day
What matters most is seeing how many attempts were made to reach a customer in a month, how many got through, and the monthly average of calls and conversations against the number of days worked.
- How many attempts were made to reach a customer in a month
- How many calls got through and were answered
- How many calls got through and were answered
- The monthly average of conversations and calls
- Against the number of days worked
Agent break report
- Log-in time
- Log-out time
- Away
- After-call work
- At lunch
- Other breaks
- Total worked
- Detailed report
- KPI report
Personal and team reports
- Personal call report
- Team call report
- Today's calls
- Monthly call summary
- Answered calls
- Missed calls
- Returned calls
- Handled calls, %
- Detailed call information
SMS report
- Total SMS this month:
- Inbound SMS
- Outbound SMS
- Delivered SMS
- Delivered SMS, %
- Undelivered SMS
- Undelivered SMS, %
- SMS surveys
- SMS voting
- Detailed SMS reports
- SMS reports by project
- Other reports
