The Call Center Supervisor can view and export call statistics of calls received by your call center. These statistics can be broken down by queues, dialed numbers, or by individual agents. There are also reports for agent availability and abandoned calls. This tutorial explains how to view them, and what these statistics mean.
The call center statistics are accessed from the main “Call Center” module. This is the home screen that appears when you first log in. the Call Center Reports window is launched by clicking on the Reports button.
Choose between different reports by selecting from the “Type” dropdown at the top of the window.
Options available from the control bar include:
- Type – Select the report type
- Dept – Filter report results by department, only calls to selected department will be counted in report (contextual)
- Queue – Filter report results by queue, only calls to selected queue will be counted in report (contextual)
- Time and Date – Select starting date and time and ending date and time to view statistics within that window
- Print – Create a printable report showing the current statistics and graph
- Download – Download a CSV of current statistics
- Settings – Select and deselect which statistics to display in the table
Each report type has a variety of statistics that can be displayed as needed in the table.
Each statistic (and some other items) include tooltips, which provide a more detailed explanation of what the statistic means.
The Agent Availability report is populated only if the Call Center Agents utilize Call Queue Sign-in and Sign-out and/or reason codes.
Statistic Details
Call Queue and Dialed Number reports utilize the same set of statistics. The difference between the reports is that the Call Queue type tracks statistics based on which Queue the call is routed through, while the Dialed Number type tracks based on which phone number the call is routed through.
| Column | Name | Description |
|---|---|---|
| VOL | Call Volume | Overall calls per queue, including call that never made it all the way through the auto attendant |
| CH | Calls Handled | Number of calls that were answered |
| CO | Calls Offered | Number of calls that landed in the queue |
| VM | To Voicemail | Callers that went to the queue’s voicemail |
| FWD | Forwarded Calls | Number of calls forwarded to a user outside of the queue |
| ATT | Average Talk Time (min) | Average time agents spend talking to customers (not including hold time) |
| ACW | Average ACW Time (min) | The average time between the end of the call and when the agent submits the disposition |
| AHT | Average Hold Time (min) | Average time that a customer was on hold (doesn’t include time in the queue) |
| SL | % Service Level | Percentage of calls answered from the queue within 60 seconds |
| DT | % Dial Transfers | Percentage of calls that landed in the queue and were eventually transferred out to an agent |
| AC | Abandon Calls | Number of calls that abandoned the queue before being transferred out to an agent |
| AR | Abandon Rate | The ratio of abandoned calls to calls offered |
| AHT | Average Handle Time (Min) | Average of talk time + hold time + disposition time |
| AAS | Average Answer Speed (sec) | Average time in the queue for calls that were eventually sent to an agent |
Statistics are also available by each individual agent in your call center. This allows you to evaluate agents by performance and can help optimize the efficiency of your call center by determining where your agents are best suited.
| Column | Name | Description |
|---|---|---|
| CH | Calls Handled | Number of calls that were answered |
| ATT | Average Talk Time (min) | Average time agents spend talking to customers (not including hold time) |
| ACW | Average ACW Time (min) | The average time between the end of the call and when the agent submits the disposition |
| AHT | Average Hold Time (min) | Average time that a customer was on hold (doesn’t include time in the queue) |
| LI | Logged In (hr) | Number of hours the agent has spent logged in |
| TT | Talk Time (min) | Number of minutes the agent has spent talking on the phone |
| AM | Available (min) | Number of minutes the agent has spent logged in and available to receive calls |
| UM | Un-Available (min) | Number of minutes the agent has spent logged in and unavailable to receive calls |
| L | Lunch (min) | Number of unavailable minutes where the agent selected “lunch” category |
| B | Break (min) | Number of unavailable minutes where the agent selected “break” category |
| M | Meeting (min) | Number of unavailable minutes where the agent selected “meeting” category |
| W | Web (min) | Number of unavailable minutes where the agent selected “web” category |
| O | Other (min) | Number of unavailable minutes where the agent selected “other” category |
Call Center Home Screen
The Call Center Home Screen provides an overview of call center activity. The Call Center panels include:
- Call Queues – A summary of all of the queues assigned to the Call Center Supervisor (see Call Center Supervisor Settings)
- Active Calls – Calls answered by an agent and in currently in progress. Click for details including agent ID, Caller ID information, and duration.
- Callers Waiting – Calls in the queue waiting to be answered. Click for details including Caller ID information and duration. Calls are arranged in the order in which they will be distributed.
- Wait – The current average wait time of callers in the queue
- Agents Idle – The current number of agents in the queue who are available to receive calls. Click to view which agents are available and unavailable, and their disposition (green = available, red = unavailable, grey = offline).
- Edit Agents button (see Manage a Call Queue)
- Edit Queue button (see Manage a Call Queue)
- Reports – View Call Center Reports window
- Stats Grid – View aggregate Call Statistic data for all queues (or selected queues)
- Stats Grid Settings – Adjust which statistics appear in the Stats Grid, and set thresholds to control the Heat color coding
- Active Calls – The aggregate maximum number of concurrent active calls. Hover over the line for details on time and call quantity.
- Agents – View status of all Call Center Agents assigned to the Supervisor’s queues or departments. Hover to view Agent details.
Selecting Call Queues via checkbox will update Stats Grid and Active Calls Graph with information specific to those queues.
Hover over Agent to view individual performance stats, queue status and priority, and to monitor (Listen/Whisper/Barge) if enabled
Click Settings to toggle which statistics are visible on the stats grid and to set thresholds.
Call Center Supervisor Settings
An Office Manager level user can modify Call Center Supervisor Settings to toggle which Queues and Departments the Supervisor can manage, as well as modifying rights to view and edit Call Queues and Agent membership. Navigate to the “Call Center” tab on the user page of the Supervisor to manage.
Post your comment on this topic.