Run contact center reports for SLA, occupancy and abandoned calls

Contact center reports show how your queues, agents and campaigns performed over any date range. Use them to check service level, see how busy agents were, find abandoned calls and spot your peak hours. Advanced reporting is part of Contact Center Pro.

This feature needs the Contact Center Pro plan. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Two places to find reports

Your admin portal may show two statistics areas:

• Voice statistics is for calls only. Its reports cover agents, queues and the dialer.
• Conversation statistics puts calls, live chat, text, email and other messaging together. Beyond the voice reports, it times how fast agents first reply and how long conversations take to close, and it shows chat transcripts, survey scores and returning customers.

If you're not sure which one your team should use, contact support.

Run a report

1. 1
   Step 1:

   Pick the report family

   In the statistics area, choose agent, queue or dialer statistics.
2. 2
   Step 2:

   Set the date range and filters

   Choose the dates, then narrow by agent, queue, campaign or channel. Conversation statistics also let you filter by wait time, speed to answer and activity time.
3. 3
   Step 3:

   Add reports

   Search the list of report types and add the ones you want.
4. 4
   Step 4:

   Run it

   Select Show or Generate Report.

In conversation statistics, each report has a summary, a breakdown with one row per conversation and a graph. You can export it as CSV or PDF, print it or email it. From a breakdown row, open the conversation's transcript, which includes any survey the customer answered.

Which report to run

For what service level, occupancy and the other measures mean, see contact center metrics defined. Your service level target and formula are settings. If your numbers look off, check them with whoever set up your system.

Email reports on a schedule

1. 1
   Step 1:

   Add a scheduled report

   Open scheduled reports in the statistics area and add one. Choose agent, queue or dialer as the type.
2. 2
   Step 2:

   Set when it runs

   Give it a name, set Active to Yes, and choose a start date, run time and how often it repeats.
3. 3
   Step 3:

   Set who gets it

   Turn on email, enter the recipients separated by a semicolon or a comma and a space, and pick HTML, PDF or CSV. A CSV report comes zipped with a second file of extra detail.
4. 4
   Step 4:

   Pick reports and filters

   Choose the report types and a time period, such as last week.
5. 5
   Step 5:

   Save

   Select Save & Run to run it now, or Save to wait for the schedule.

Conversation statistics has its own list of scheduled reports, plus a scheduler you can start or stop. A report set to inactive doesn't run, even while the scheduler runs.

Troubleshooting

• A scheduled report shows an error about missing data. You saved a change, and the report hasn't run since. Use Save & Run after editing.
• Totals differ between two reports. If a call went from one queue to another, by a timeout or a transfer, the conversations summary still shows it as a single call. Reports that look at one queue at a time can come out higher.