NextOS Call Center: Call Center Report

This report can be run from the Supervisor Dashboard. Click here to return to the Supervisor Dashboard article.
 

From the main dashboard, select Reporting at the top right. 

Report Input

Scope: Select all call centers or specific call centers.

Performance Parameters: Define what the call center Service Level (How fast calls should be answered) to include only the abandoned calls you want to track.

• Service Level: Time (in seconds) that calls should be answered from the queue.
  • Include overflow time transfer in service level: If checked you can track the time callers were waiting in other queues before overflowing to a new queue.
  • Include other transfers in service level: If checked will count time transferred callers were waiting before overflowing to a new queue.
    
    
• Service Level Options: Define what options should be considered for abandoned calls.
  • Exclude Abandoned Calls: Do not track data for any caller that hung up before reaching an agent.
  • Include all abandoned calls: Track all calls, even if they hung up before reaching an agent.
  • Include all abandoned call except before entrance completes: Track all calls, except those who hung up before the call center entrance message finished playing.
  • Include Abandoned Calls except in Defined Interval: Track all calls, except for those who hung up before reaching an agent in the defined interval.
    
    
• Abandoned Call Interval: Time (in seconds) to ignore abandoned calls for the option Include Abandoned Calls except in Defined Interval.

Type: Run reports over a selected period of time or receive real-time updates. You can also choose to schedule emailed reports at a recurring time.

Sampling: The report can be broken down into different increments of time. For 15 or 30 minutes, the time frame of a historical report has to fall into 15 or 30-minute increments cleanly.

Output Format: Export the report into an Excel or PDF document if real-time data is not needed.

NOTE: Real-time reports can only be viewed as HTML as they are updated automatically.

Report Output

The output report is broken into multiple sections. This initial section is two pie charts. 

The first pie chart is a breakdown of calls answered, calls escaped, calls transferred, and calls abandoned.

The second pie chart breaks down the skill level of agents who answered calls.

Calls Answered - Calls answered by an agent.

Calls Escaped - Calls that used the option to press a key to leave the queue.

Calls Abandoned - Calls that disconnected before reaching an agent.

Calls Transferred - Calls transferred out of the queue by a supervisor.

The next section shows the results in both bar graph and table output for the call center. If multiple call centers are selected, the bar graph shows the total for all selected call centers.

 

Call Center Name - Name of the call center the row's data applies to.

Calls Queued - Total number of calls that entered the queue.

Calls Escaped - Calls that used the option to press a key to leave the queue.

Calls Abandoned - Calls that disconnected before reaching an agent.

Calls Presented - Calls that rang an agent's phone (calls weren't necessarily answered).

Calls Answered - Calls that were answered by an agent. Does not always match the calls presented.

Calls Answered in XX secs - Calls that were answered in the Service Level defined in the Input.

% Calls Answered in XX secs - Percentage of total calls that were answered in the Service Level defined in the Input.

% Answered Calls Answered in XX secs - Percentage of Answered calls that were within the Service Level defined in the Input. When calculating this percentage, calls that were transferred, escaped, or abandoned will not be included.

Calls Overflowed - Time - Calls that timed out and overflowed.

Calls Bounced - Calls that were presented to an agent and were not answered in the defined number of rings.

Calls Bounced - Transferred - Calls that bounced and were transferred due to the bounce.

Calls Transferred - Calls that were transferred out of the queue by a supervisor.

Calls Stranded - Calls left in the queue with no agents signed in.

Calls Stranded - Unavailable - Calls left in the queue with no agents available.

The final section shows the high water marks for the time period for the call centers.




Longest Wait Time - The longest time a caller waited in a queue before being presented to an agent.

Longest Answer Time - The longest time a caller waited in a queue before being answered by an agent.

Longest Wait Abandoned - The longest time a caller waited in a queue before hanging up.