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.
Contents
Reviewing contact center general statistics
- Log in to your Voximplant Kit account.
- On the left sidebar, click Reports.
- 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.
In the Busiest time section, review and analyze periods of high and low call and conversation volumes.
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.
Messaging
In the New chat by channel section, review the number of inbound conversations for all or a specific channel.
Reviewing agent reports
- On the left sidebar, click Reports and expand the Reports section.
- Select Agents.
- On the Calls tab, set the report date range.
- Specify the data display interval: per Hour, Day, Week, Month, or All time.
- 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 (in service + after service / total shift time).
Total logged-in time – The total time an agent is logged in to Voximplat Kit. This value includes an agent's time in all statuses, except Offline.
Statuses – Indicates an agent's time in system statuses (online, ready, dialing, in service, after service, 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 in service + after service statuses.
Closure success – Indicates the number of calls that an agent labeled with the Closure success wrap-up code (the calls that an agent ended successfully).
% of closed successfully – Specifies the ratio of the number of calls that an agent closed successfully to the total number of calls processed by an agent.
Closure neutral – Indicates the number of calls that an agent labeled with the Closure neutral wrap-up code (the calls that an agent ended with neutral or no output).
% of closed successfully – Specifies the ratio of the number of calls that an agent closed neutrally to the total number of calls processed by an agent.
Closure negative – Indicates the number of calls that an agent labeled with the Closure negative wrap-up code (the calls that an agent ended with negative output).
% of closed negatively – Specifies the ratio of the number of calls that an agent closed negatively to the total number of calls processed by an agent.
Callback – Indicates the number of calls that an agent labeled with the Callback wrap-up code (the calls for which an agent scheduled a callback to the customer at the specified time).
% of callback – Specifies the ratio of the number of calls that an agent closed and scheduled a callback to the total number of calls processed by an agent.
Add to DNC list – Indicates the number of calls that an agent labeled with the Add to DNC list wrap-up code (the calls to the customers that an agent needs to add to the DNC list attached to the PDS campaign).
% of added to DNC list – Specifies the ratio of the number of calls after which an agent added the customer to the DNC list to the total number of calls processed by an agent.
Min. reaction time – The minimum time from the moment a call is assigned to an agent until an agent answers the phone. This value includes only handled calls.
Max. reaction time – The longest time from the moment a call is assigned to an agent until an agent answers the phone. This value includes only handled calls.
Avg. reaction time – The average time from the moment a call is assigned to an agent until an agent answers the phone. This value includes only handled calls.
Min. after service time – The minimum time an agent spends on post-call activities (after service).
Max. after service time – The longest time an agent spends on post-call activities (after service).
Avg. after service time – The average time an agent spends on post-call activities (after service).
Unanswered calls – The number of calls assigned but not answered by an agent.
Utilization (%) – The ratio of the productive time to the total payable time of an agent within the specified period. The payable time includes all agent’s unavailable statuses, like online, dnd, banned, and custom statuses, excluding offline. This value is calculated as follows: (ready + dialing + in service + after service) / (all unavailable statuses - offline).
Transferred calls (%) – The ratio of the calls transferred to another agent/queue to the total number of handled calls.
Holds – The total number of holds used by an agent while handling calls.
Calls on hold (%) – The ratio of calls put on hold at least once to the total number of handled calls.
Min. hold time – The minimum time a customer spends on hold before speaking to an agent.
Max. hold time – The longest time a customer spends on hold before speaking to an agent.
Avg. hold time – The average time a customer spends on hold before speaking to an agent.
- Click XLS or CSV to download the report as an .xls or .csv file.
- Select the Messaging tab.
- Specify the period and interval for the report.
- 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.
- Click XLS or CSV to download the report as an .xls or .csv file.
Reviewing group reports
- On the left sidebar, click Reports and expand the Reports section.
- Select Groups.
- On the Calls tab, set the report date range.
- Specify the data display interval: per Hour, Day, Week, Month, or All time.
- Review the report.
A group call report includes the following metrics:
Handled calls – The total number of calls handled by the group.
Avg. reaction time – The ratio of the total time the group agents spend before answering calls (from the moment a call is assigned until it is answered) to the total number of calls handled by the group. This value includes only handled calls.
Avg. handle time – The average time it takes the group agents to handle inbound calls (In service + After service).
Avg. talk time – The average time the group agents spend talking to customers, excluding holds and after service work. This value is calculated as In service minus Hold.
Avg. after service time – The average time the group agents spend on post-call activities.
Unanswered calls – The total number of calls assigned but not answered by the group agents.
Transferred calls – The total number of calls transferred by the group agents to other queues/agents.
Transferred calls (%) – The ratio of all transferred calls to the total number of handled calls.
Holds – The total number of holds used by the group agents while handling calls.
Calls on hold – The ratio of calls put on hold at least once to the total number of handled calls.
Avg. hold time – The average time customers spend on hold before speaking to the group agents. This value is calculated as the ratio of the total hold time to the total number of calls handled by the group.
Occupancy rate (%) – This value calculates based on the group agents' net working time to the total hours they spend in a shift (In service + After service / full shift time).
- Click XLS or CSV to download the report as an .xls or .csv file.
Reviewing queue reports
- On the left sidebar, click Reports and expand the Reports section.
- Select Queues.
- On the Calls tab, set the report date range.
- Specify the data display interval: per Hour, Day, Week, Month, or All time.
- Review the report.
A queue call report includes the following information:
Service level (%) – The ratio of calls answered in a queue within the specified SL-period to the total number of calls.
SL-period – The threshold time a customer waits in the queue for an available agent required for the queue service level (SL) calculation. The default SL-period is 20 seconds.
When you edit the SL-period for a queue, its Service level ratio for the current hour is re-calculated according to the modified SL-period. The queue Service level ratios for the previous hours remain unchanged.
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 longest 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 (in service + after service).
Avg. after service time – Specifies the average time an agent assigned to a queue spends on post-call activities (after service).
Handled calls (%) – The ratio of the calls handled in a queue to the total number of calls in a queue.
Lost calls (%) – The ratio of calls lost in a queue to the total number of calls in a queue. A call is considered lost when a customer leaves a queue without being assigned to an agent.
Transferred calls (%) – The ratio of the calls transferred to another agent/queue to the total number of handled calls.
Holds – The total number of holds used in the calls handled in a queue.
Calls on hold (%) – The ratio of calls put on hold at least once to the total number of calls handled in a queue.
Avg. hold time – The average time a customer spends on hold before speaking to an agent.
- Click XLS or CSV to download the report as an .xls or .csv file.
- On the Messaging tab, specify the period and interval.
- Review the report.
A queue messaging 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).
- Click XLS or CSV to download the report as an .xls or .csv file.
Reviewing channel reports
- On the left sidebar, click Reports and expand the Reports section.
- Select Channels.
The Channels section is not available to users with the Supervisor role.
- Set the report date range and specify the interval: per Hour, Day, Week, Month, or All time.
- 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).
- Click XLS or CSV to download the report as an .xls or .csv file.
Reviewing user status log
The User status log displays agent status transition history and helps you analyze agents' efficiency.
- On the left sidebar, click Reports and expand the Reports section.
- Select User status log.
- Set the date range and time to retrieve data. By default, the log displays data for all users for the current day from 00:00 to 23:59.
- In the Transition column, you can see the entire status transition history for the selected period. By default, the log includes the transition history of all system and custom statuses, excluding the automatically assigned ones. Use filters to see the transition history of automatically assigned system statuses (Dialing, In service, and After service).
- In the Duration column, review how long an agent had spent in the original status before changing it to the next one.
- Use Filter if you want to retrieve data for specific agents or groups.
- From the Original status drop-down list, select the statuses you want to analyze (system and custom). The status list also includes automatically assigned system statuses: Dialing, In service, and After service.
- Click Apply filters.
- Click XLS or CSV to download the status log as an .xls or .csv file.
Reviewing PDS campaign reports
- On the left sidebar, click Reports and expand the Reports section.
- Select PDS campaigns.
The PDS campaigns section is not available to users with the Supervisor role.
- Set the report date range and specify the interval: per Hour, Day, Week, Month, or All time.
- Review the report.
A PDS campaign report includes the following metrics:
Service level (%) – The ratio of calls answered within the specified period to the total number of calls.
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 longest 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 (in service + after service).
Avg. after service time – Indicates the average time an agent spends on post-call activities (after service).
- 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.
- Click Export PNG to download the chart in .png format.
You can apply filters to control which data to include in a report by clicking Settings. You can save your filters as View, give the view a name, and share it with other users.