With hundreds of reports at your fingertips, you will have access to vital contact center metrics, performance data and other KPIs that you need to assess and review in order to make informed decisions. Click on a report category to populate the list.
VIEW A LIST OF
AVAILABLE REPORTS
Standard Reports
| NAME | DESCRIPTION |
|---|---|
| Flash Report | Overview of all call center activities |
| IVR Overall (with split) | Summary of IVR activity for a user-specified time period |
| Call Distribution | An hour by hour summary of call statistics by queue for a user-specified time period |
| Call Management Analysis | A breakdown of threshold adherence by queue. It shows unique calls queued |
| Calls Origination | Summary of calls by region for each IVR for a user-specified time period |
| Hourly Statistics | Number of calls queued, answered, not answered and voicemails for every hour of the day, also average talk time and average wrap-up time for each corresponding hour |
| IVR Checkpoints | Number of calls reaching pre-determined IVR functions for a user-specified time period |
| IVR Checkpoints with sum | Number of calls reaching pre-determined IVR functions for a user-specified time period |
| After-hours Calls | Detail of calls received outside of regular office hours for a user-specified time period |
| Dial Out Attempts | List of all dial outs |
| Dial Out Calls | List of all dial outs scheduled or no |
| Unanswered Calls | List of calls that were queued once and never answered by either a live agent or voicemail |
| Voicemail Analysis | Number of Voicemails received per queue for a user-specified time period |
| Post Call Survey | A tabular report that must be exported to XLS, columns represent the questions asked in the survey, rows represent a survey participant, and with the cell represents the numerical response |
| Abandoned Calls | List of all abandoned calls including the date and time, ANI, and caller’s wait time before abandoning |
| Active Emails | List of emails that are currently waiting in queue |
| Call Distribution (with chats and mails) | Total answered and abandoned calls by queue for each hour of the day |
| Complete Call and Email Detail Records | Combines all calls and emails into a CDR style layout displaying the source, destination, time in and time out of each queued object as well as non-queued objects |
| Complete Email Detail Records | All emails in a CDR style layout displaying the source, destination, time in and time out of each queued object as well as non-queued objects |
| Daily Peak Call Volume | Graphical representation of the call peak per day across a user-defined number of days |
| Do Not Call List | List of telephone numbers that should not be dialed |
| IVR Overall | Summary of all calls received into an IVR both during business hours and after hours, with queue level details |
| Abandoned Calls | List of all abandoned calls including the date and time, ANI, and caller’s wait time before abandoning |
| IVR Overall Report by Region | Summary of all calls received into an IVR both during business hours and after hours, with queue level details for a user-defined region |
| List of Hosted DIDs | DIDs ported to the platform for enhanced stats and call recording without queuing calls reaching the hosted DIDs, typically used in conjunction with the Telax Insight service |
| Service Level | CList of totals number of calls answered or abandoned within and outside of the Acceptable Waiting Time |
| Voicemail Analysis with details | Details of the queuing time and wait time of all calls that went to voicemail |
| Volume of Calls | List of total calls queued, successfully answered and abandoned, by month for any given year. Includes bar graph comparing months and breakdown by queue for each month |
| SWAT – Confirmation | List of calls delivered |
| SWAT – Users per Group | Shows the users for each SWAT group |
Queue Reports
| NAME | DESCRIPTION |
|---|---|
| Queue Productivity by 30 min Intervals | Queue activity in 30 minute intervals for a user-specified time period |
| Queue Productivity by 30 min with chat and emails | Queue activity in 30 minute intervals for a user-specified time period including voice calls, queued webchats and queued emails |
| Daily Queue Productivity | Daily statistics of queue activity for a user-specified time period |
| Weekly Queue Productivity | Daily statistics of queue activity grouped by week for a user-specified time period |
| Monthly Queue Productivity | Monthly Queue Productivity statistics of queue activity grouped by month for a user-specified time period |
| Yearly Queue Productivity | Monthly statistics of queue activity for a user-specified time period |
| Queued Calls Distribution | A chart display of calls per hour per queue |
| Outbound Queuing | List of total outbound calls made through from queues via the Scheduled Dial Out feature |
| Individual Callback Stats | Details of Callbacks including queuing date and time, and callback attempt/completion date and time |
| Calls Dequeued | List of total call that are de-queued and reason for de-queuing |
| Daily Queue Productivity with chats and emails | Daily statistics of queue activity for a user-specified time period including chat and email queues |
| Daily Queue Summary | Similar to “Monthly Queue Summary” but separated per day |
| General Queue Stats | Average speed to answer and agent talk time by day |
| Missed Callbacks | Detail of callbacks that expired without completion |
| Monthly Queue Productivity with chats and emails | Monthly Queue Productivity statistics of queue activity grouped by month for a user-specified time period including voice calls, webchats and queued emails |
| Monthly Queue Summary | Monthly statistics of queue activity for a user-specified time period including agent talk time statistics |
| Queue Callback Stats | Totals Callback statistics |
| Weekly Queue Productivity with chats and emails | Weekly statistics of queue activity for a user-specified time period including chat and email queues |
| Yearly Queue Productivity with chats and emails | Yearly statistics of queue activity for a user-specified time period including chat and email queues |
Agent Reports
| NAME | DESCRIPTION |
|---|---|
| Agent Activity by 30 mins intervals | Specific agent activity in 30 minute intervals |
| Daily Agent Activity | Specific agent activity per day |
| Weekly Agent Activity | Specific agent activity grouped by week |
| Monthly Agent Activity | Specific agent activity grouped by month |
| Yearly Agent Activity | Specific agent activity grouped by year |
| Agent Performance | Key agent-performance metrics in a user-specified time period |
| Agent Utilization | Agent activities while logged in for a user-specified time period |
| Agent Utilization Total Average | Average time spend in available statuses |
| Agent Status Trace | Logging activities of each agent for a user-specified time period |
| Agent Login-Logout Time | List of login and logout times for each agent session |
| Agent Login-Logout Time with computer name | List of login and logout times for each agent session and identifies the name of the computer used to login to the CCA |
| Agent Performance with emails | Key agent-performance metrics in a user-specified time period including emails |
| Agent Permissions | List of current agent security details including role, feature access and queue access |
| Concurrent Sessions by team | List of total logins per 30 min by Team |
| Daily Agent Activity (Agent full name) | Specific agent activity per day with the agent’s full name |
| Daily Agent Activity (with chats and emails) | Specific agent activity per day including chat and email queues |
| Daily Agent Activity (with missed calls) | Daily agent activity including missed calls |
| List of Agents | List of active agents |
| Monthly Agent Activity with chats and emails | Specific agent activity per month including chat and email queues |
| Weekly Agent Activity with chats and emails | Specific agent activity per week including chat and email queues |
| Yearly Agent Activity with chats and emails | Specific agent activity per year including chat and email queues |
| Agent Configuration | Detailed List of each agent profile configuration including username, thresholds, permissions, skills etc. |
| Agent Skillset | Definition of skillsets and agents, team-based skill set assignments and special agent settings |
Call Tracking Reports
| NAME | DESCRIPTION |
|---|---|
| Call Tracking – with grouping | Detail of every call handled by IVR/DNIS for a user-specified time period with call dispositions |
| Call Tracking – without grouping | SDetail of every call handled for a user-specified time period with call dispositions |
| Notes Tracking | Comprehensive list of all notes made by agents for a user-specified time period |
| Subjects Tracking by territory | A summary of call dispositions for a user-specified time-period |
| Subjects Tracking per DNIS | A summary of call dispositions by DNIS for a user-specified time-period |
| Outbound Call Tracking | Comprehensive list of outbound calls with Classification data |
| Outbound Call Tracking with notes | Comprehensive list of outbound calls with Classification data |
| Outbound Call Tracking without Grouping | Comprehensive outbound call list with Client Type data from Classifications |
| Outbound Call Tracking no callbacks | Detailed outbound call list with Classification data excluding Callbacks |
| Call Tracking with grouping with sub-subjects | Detailed outbound call list with Classification data grouped by Caller Type and Subject |
| Notes Tracking with sub-subjects | Detailed inbound call list with agent notes |
| Scheduled Outbound Call Tracking without grouping | List of total scheduled outbound calls with Caller Type and Subject |
| Call Tracking (all fields) | Comprehensive inbound call report with all Classification fields |
| Call Tracking Summary Inbound/Outbound | List of total inbound and outbound calls sorted by Classification data including calls with no data |
| Inbound Call Tracking Summary | List of total inbound calls sorted by Classification data |
| Inbound-Outbound Calls Tracking | List of total inbound and outbound calls sorted by Classification data |
| Inbound/Outbound Call Tracking with grouping | List of total inbound and outbound calls sorted by Caller Type and Subject |
| Notes Tracking with emails | Comprehensive list of inbound calls and emails with agent notes |
| Outbound Call Tracking with grouping | List of total outbound calls by Caller Type and Subject |
| Subject Tracking | List of total inbound calls sorted by Subject and inbound path |
Billing Reports
| NAME | DESCRIPTION |
|---|---|
| Complete Call Detail Records | Call by call details of all calls for a user-specified time period |
| Daily Concurrent Sessions Peak | Maximum of concurrent sessions |
| Dail Out Billing | Outbound call details including LD costs |
| Inbound Billing | Inbound call details including inbound TFN costs |
| Second Leg Billing | Charges related to calls made to the agents from the queue |
| Total of Calls per DNIS | Daily summary of all calls by DNIS for a user-specified time period |
Workforce Managment Reports
| NAME | DESCRIPTION |
|---|---|
| Agent Forecasting | Shows how many agents you should have staffed on any given day for each one hour interval |
| Agent Schedule |
Lists of your agents and their schedule for one day or a range of days. It will also show the lunch, breaks or events that the agent is scheduled for one day or a range of days The report shows the name of the agent, team and the event they are |
| Event | Shows the different events scheduled for one day or a range of days. It reflect the start time, end time, agent scheduled for that event, their team name and total minutes of the event |
| Queue Schedule | This report shows which agents are scheduled by queue on one day or a range of days. Its shows their agent name, start time and end time of their shift or event and total minutes |
| Vacation | This report shows how much vacation an agent has been allotted, how much they have booked and how much is remaining |
| Vacation Limits | Lists the maximum number of hours that can be booked on any given day and how many actual hours have been booked for any given day |
Custom Reports Available
| NAME | DESCRIPTION |
|---|---|
| Daily Queue Productivity by IVR | Daily statistics of queue activity for a user-specified time period sorted by IVR |
| Queue Productivity in 30 min interval with AWT | Daily statistics of queue activity for a user-specified time period with adjustable AWT |
| Weekly Agent Activity 2 | Weekly Agent details with calls not answered |
| Calls During Lunch Hours | Shows calls during lunch hours |
| Short Duration Calls after transfer | Shows calls with short duration after transfer |
| Activity Report (5 min base) | List of total calls handled within and after five minutes |
| Afterhours Calls with DNIS name | Call details for after-hours calls including DNIS |
| Agent Activity – with Missed Calls | Total Agent activity for reporting period with missed calls |
| Agent Performance with time tracking | Key agent-performance metrics in a user-specified time period including totals per status |
| Agent Session Termination | Shows information about sessions terminated by the system |
| Agent Utilization Average per day | List of Agent’s average time spent in all statuses |
| Call Tracking Report | Customized call tracking report |
| Call Tracking with grouping with DNIS name | Detail of every call handled by IVR/DNIS for a user-specified time period with call dispositions including DNIS name |
| Call Tracking without grouping with DNIS name | Detail of every call handled for a user-specified time period with call dispositions including DNIS name |
| Call Volume and Staffing (Chart) | Chart of calls queued, transferred and agents logged-in by half hour intervals |
| Click-to-dial Details | Click-to-Dial totals with time information |
| Complete Call Details | Shows CDRs marking the abandoned calls |
| Custom Call Distribution | Shows total calls answered and abandoned by queue in hour intervals |
| Custom Call Distribution 2 | Shows total calls answered and abandoned by queue with adjustable intervals |
| Custom Call Tracking | Comprehensive call details with Classification data and survey data |
| Custom Call Volume Report | Shows total calls per hour with duration bar graph |
| Outgoing Calls | Shows outbound calls with talk time statistics |
| Queue Productivity Totals | Shows queue productivity totals not divided by time frame |
| Daily Agent Activity with percentages | Shows specific agent activity per day with percentage spent in each status |
| Daily Agent Productivity by Queue | List of agent call totals by queue |
| Daily Agent Transfer | List of agent transfer totals including direct inbound and outbound to 3rd parties and queues |
| Daily Agent Transfer by Queue | Shows agent transfer totals by queue transferred to not including DID transfers |
| Daily Call Tracking | Summary of the call tracking categories by queue |
| Daily Queue Report | Daily queue totals with service level percentages for 30, 60, and 130 seconds |
| Daily Queue Report with callbacks | Daily queue totals with service level percentages for 30, 60, and 130 seconds including callbacks |
| Daily Queue Specific Daily Queue Specific | Shows call totals including callbacks and transfers by agent, queue and day |
| DNIS Listing | List of active DNISs and IVR |
| First Call Resolution | For each call subject, shows how many calls were transferred by the agents and how many were finished with the first agent |
| Full Call Details | Includes second’s parameter to filter calls within timeframe |
| Hourly Call Log | Shows call details by agent per hour |
| Outbound Calling Call Analysis | Shows total long distance minutes by region |
| Outbound Calls | Comprehensive outbound call list including duration and connection result |
| Queue Productivity with DNIS name | Queue Productivity totals not divided by time frame with DNIS name |
| Queue Productivity with Handle Time | Daily statistics of queue activity for a user-specified time period including chat and email queues and handle time |
| Queue Summary | Queue totals by queue & hour intervals with abandoned times and handle times |
| Requested Callbacks Details | Callback details including queue and result |
| Talk Time Report | Shows totals calls in preset talk time intervals: 0-3, 3-10, 10-30, 30+ (in minutes) |
| Total of Calls transferred per DID | Summary of calls transferred to each DID |
| Transfers Made to a specific DID | Details of calls transferred to a specific DID |
| Unanswered Calls with DNIS name | Comprehensive unanswered call list with DNIS name |
| Weekly Department Report | Daily queue statistics by Team, including queue breakdown and subject tracking totals |
| Call Tracking by Agent | Custom report showing call tracking information sorted by agent |