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How to use Reports

In the Reports section, you as an administrator can review statistics on the queue capacity and the agents' availability in the Contact Center. You can monitor the average call time, the average response time in a chat. The administrator can also download statistics as an Excel spreadsheet or a CSV file.

To review the report, do the following:

  1. Log in to your Voximplant Kit account.

  2. On the left sidebar, click Reports.

By using the filters, you can review activity for a certain period of time or for a particular queue or agent.

  • Click the Date field to configure the time period you want to review.

  • Select the appropriate time from the Time drop-down list.

  • Select the queue you want to review from the Queue drop-down list.

  • Select the agent you want to review from the Agent drop-down list.

  1. To review call reports, in the submenu, select Calls.

  2. Select Agents to review statistics on every agent.

For each user, the system provides statistics on the occupancy rate, time spent in the Ready and Dnd statuses.

Calls report
  1. Select Queues to review statistics on every queue.

For each queue, the system provides statistics on the service level, the number of handled calls, and the number of lost calls.

  1. To review the reports on chats, in the submenu, select Messaging.

In the Messaging submenu, the system displays additional statistics on the average resolution time, the number of new chats, and the number of lost chats.

  1. Select Agents to review statistics on every agent.

  2. Select Queues to review statistics on every queue.

  3. Select Channels to review statistics on every channel.

Message report
  1. In the upper right corner, click XLS or CSV to export a report. The system saves the exported file automatically in your download folder.