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Exploring reports

Reporting shines a light on what is happening across your contact center: how long customers spend in a queue waiting for agents, how many calls agents manage or fail to handle, how the load is distributed between agents, etc. Tracking metrics is crucial for optimizing contact center performance and enhancing customer experience.

In the Reports section, track statistics on all calls and chats processing in the contact center and review reports of agents, queues, channels, and PDS campaigns.

Reviewing contact center general statistics

  1. Log in to your Voximplant Kit account.
  2. On the left sidebar, click Reports.
  3. Select the Overview section to review various contact center statistics on dashboards.

You can apply filters to retrieve data for a specific period and/or queue.

Calls and Messaging

In the Inbound calls vs conversations section, review the percentage ratio of calls to chats processed in the contact center within the selected period.

Inbound calls vs conversations

In the Busiest time section, review and analyze periods of high and low call and conversation volumes.

Busiest time

Each cell displays an average number of conversations for the selected period. If you set a weekly interval, a cell represents the number of calls and chats for a specific hour of the day. If the interval is more than a week, each cell displays an average number of all calls and chats for a certain hour of a particular day, repeating during this period.

Calls

In the Total calls section, review the total number of calls within the selected period, including handled calls, lost calls, and abandoned calls.

Total calls

Messaging

In the New chat by channel section, review the number of inbound conversations for all or a specific channel.

Channels

Reviewing agents reports

  1. On the left sidebar, click Reports and expand the Reports section.
  2. Select Agents.
  3. On the Calls tab, set the report date range.
  4. Specify the data display interval: per Hour, Day, Week, Month, or All time.
  5. Review the report.

An agent call report includes the following metrics:

  • Occupancy rate (%) – This value is calculated based on the net working time of an agent to the total hours an agent spends in a shift (inservice + afterservice / total shift time).

  • Statuses – Indicates an agent's time in system statuses (Online, Ready, Dialing, Inservice, Afterservice, DND, Banned) and custom statuses, if any. For details on system and custom agent statuses, go here.

  • Handled calls – Specifies the total number of calls handled by an agent.

  • Avg. handle time – Indicates the average time an agent spends in Inservice + Afterservce statuses.

Agent calls report
  1. Click XLS or CSV to download the report as an .xls or .csv file.
  2. Select the Messaging tab.
  3. Specify the period and interval for the report.
  4. Review the report.

An agent messaging report includes the following metrics:

  • Avg. resolution time – Specifies the average time it takes an agent to resolve a customer conversation.

  • Assigned chats – Indicates the number of conversations assigned to an agent within the selected period.

  • Closed chats – Indicates the total number of conversations closed by an agent within the selected period.

  • Lost chats – Specifies the total number of conversations lost by an agent within the selected period.

Agent messaging report
  1. Click XLS or CSV to download the report as an .xls or .csv file.

Reviewing queues reports

  1. On the left sidebar, click Reports and expand the Reports section.
  2. Select Queues.
  3. On the Calls tab, set the report date range.
  4. Specify the data display interval: per Hour, Day, Week, Month, or All time.
  5. Review the report.

A calls in queue report includes the following information:

  • Service level (%) – The ratio of handled to missed calls in a queue within the specified period.

  • Handled calls – Indicates the number of calls handled in a queue within the specified period.

  • Lost calls – Indicates the number of calls lost in a queue within the specified period. A call is considered lost when a customer leaves a queue without being assigned to an agent.

  • Abandoned calls – Specifies the number of calls abandoned in a queue within the specified period. A call is considered abandoned when a customer cancels it while in a queue.

  • Avg. time in queue – Indicates the average time a customer spends in a queue. The calculation includes both handled and missed calls.

  • Min. time in queue – Indicates the minimum time a customer spends in a queue.

  • Max. time in queue – Specifies the maximum time a customer spends in a queue.

  • Avg. response time – Indicates the average time a customer waits in a queue until an agent answers the call. The calculation includes only handled calls.

  • Avg. handle time – Specifies the average time it takes an agent to handle an inbound call in a queue (inservice + afterservice).

  • Avg. afterservice time – Specifies the average time an agent assigned to a queue spends on post-call activities (afterservice).

Queue calls report
  1. Click XLS or CSV to download the report as an .xls or .csv file.
  2. On the Messaging tab, specify the period and interval.
  3. Review the report.

A messages in queue report includes the following metrics:

  • Avg. resolution time – Indicates the average time it takes an agent to resolve a customer conversation in a queue.

  • New chats – Specifies the number of new conversations in a queue.

  • Closed chats – Indicates the total number of conversations closed in a queue within the specified period.

  • Lost chats – Specifies the total number of conversations lost in a queue within the specified period (when a customer leaves the conversation without being assigned to an agent in a queue).

Queue messaging report
  1. Click XLS or CSV to download the report as an .xls or .csv file.

Reviewing channel report

  1. On the left sidebar, click Reports and expand the Reports section.
  2. Select Channels.
  3. Set the report date range and specify the interval: per Hour, Day, Week, Month, or All time.
  4. Review the report.

A channel report includes:

  • Avg. resolution time – Specifies the average time it takes to resolve a customer conversation in a channel.

  • New chats – Indicates the number of new conversations in a channel within the specified period.

  • Closed chats – Indicates the total number of conversations closed in a channel within the specified period.

  • Lost chats – Specifies the total number of conversations lost in a channel (when a customer leaves the conversation without being answered).

Channel report
  1. Click XLS or CSV to download the report as an .xls or .csv file.

Reviewing reports of PDS campaigns

  1. On the left sidebar, click Reports and expand the Reports section.
  2. Select PDS campaigns.
  3. Set the report date range and specify the interval: per Hour, Day, Week, Month, or All time.
  4. Review the report.

A PDS campaign report includes the following metrics:

  • Service level (%) – The ratio of handled to missed calls in a PDS campaign within the specified period.

  • Handled calls – Indicates the total number of calls handled in a PDS campaign within the specified period.

  • Lost calls – Specifies the number of calls lost in a PDS campaign within the specified period. A call is considered lost when a customer leaves a queue without being assigned to an agent.

  • Abandoned calls – Indicates the number of calls abandoned in a PDS campaign within the specified period. A call is considered abandoned when a customer cancels it while in a queue.

  • Avg. time in queue – Specifies the average time a customer spends in a queue. The calculation includes both handled and missed calls.

  • Min. time in queue – Indicates the minimum time a customer spends in a queue.

  • Max. time in queue – Indicates the maximum time a customer spends in a queue.

  • Avg. response time – Specifies the average time a customer waits in a queue until an agent answers the call. The calculation includes only handled calls.

  • Avg. handle time – Specifies the average time an agent spends handling calls in a queue (inservice + afterservice).

  • Avg. afterservice time – Indicates the average time an agent spends on post-call activities (afterservice).

PDS campaign report
  1. You can also view report data in chart form. For that, click the chart icon in front of a campaign name and select one of the tabs: Service level, Calls, Time. The charts give you more visibility. It helps evaluate the efficiency of your PDS campaign.
PDS campaign charts
  1. Click Export PNG to download the chart in .png format.
Note

You can control which data to include in a report (agent, queue, channel, PDS campaign) by applying Filters. You can save your filters as View, give the view a name, and share it with other users.