NextOS Call Center: Call Center Summary Report

This is a report that 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 just one specific call center.

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

Call Center Name - Name of the call center.

Average Wait Time - Average wait time of callers during the time frame before a call is presented to an agent for the time period.

Average Speed of Answer - Average amount of time it takes for calls to be answered for the time period.

Average Abandonment Time - Average amount of time before a call abandoned for the time period.

Average Staff - Average number of agents signed in (Available, Unavailable, Sign-in, or Wrap Up) during the time period.