Voice Reports
The reporting suite offers a comprehensive set of analytical tools that help supervisors, admins, and business leaders measure contact center performance, agent productivity, and customer experience. These reports enable data-driven decision-making, SLA monitoring, and operational optimization across inbound and outbound communication flows.
Key Report Categories
Report Name | Purpose | Applicable For |
|---|---|---|
ACD Abandon Call Detail Report | Provides detailed call-level visibility of inbound or transferred calls abandoned in ACD queues, showing total customer wait times before abandonment. Helps assess queue performance and customer experience. | Inbound, Outbound (transferred calls) |
ACD Abandon Call Summary Report | Offers summarized campaign-level insights on abandoned calls across queues. Identifies queues with high abandonment to improve service quality. | Inbound, Outbound (transferred calls) |
ACD Call Details Report | Displays detailed information of all calls that reached the ACD queue, including queue transfers and answering queues. | Inbound, Outbound (transferred calls) |
ACD Call Interval Summary Report | Summarizes connected and abandoned call performance during a user-defined interval. Useful for SLA and performance tracking. | Inbound, Outbound (transferred calls) |
ACD Call Summary Report | Provides overall summary of ACD activity—connected vs. abandoned calls, SLA adherence, and service efficiency. | Inbound, Outbound (transferred calls) |
Agent Productivity Interval Summary Report | Shows per-agent productivity metrics (active, idle, call handling, etc.) within a selected interval. Useful for tracking agent utilization and efficiency. | Inbound, Outbound |
Agent Productivity Summary Report | Summarizes agent work and session details within a campaign. Enables supervisors to gauge agent contribution and performance consistency. | Inbound, Outbound |
Agent Session Details Report | Details agent session activities including auto call on/off intervals and breaks—useful for availability analysis. | Inbound, Outbound |
Call Details Report | Offers call-level visibility across the entire lifecycle (setup, ringing, connected, wrap-up). Useful for audits and quality checks. | Inbound, Outbound |
Call Distribution Interval Report | Provides call summaries by type for specified intervals, helping analyze call patterns and load distribution. | Inbound, Outbound |
Call Distribution Report | High-level call type summary for overall campaign analysis. | Inbound, Outbound |
Call History Report | Tracks call handling across multiple users and transfers, providing end-to-end traceability of each call. | Inbound, Outbound |
Lead Penetration Report | Summarizes outbound autodial activity—uploaded records, attempts, conversions, and callbacks—to track lead performance. | Outbound (Autodial only) |
Queue Performance Report | Monitors queue-level metrics like AHT (Average Handle Time), AWT (Average Wait Time), and ATT (Average Talk Time) over intervals. | Inbound, Outbound (transferred calls) |
Conference Report | Tracks all conference call activities initiated by agents to monitor collaboration efficiency. | Inbound, Outbound |
Supervisor/QA Productivity Summary Report | Provides visibility into the performance of supervisors, group managers, and QA users managing agent operations. | All Campaigns |
Calls Quality Report | Displays quality scoring results for calls, helping QA teams track evaluation trends. | All Campaigns |
Insights & Use Cases
- Operational Efficiency – Identify bottlenecks such as queues with long AWT or high abandonment.
- Agent Performance – Assess agent productivity, adherence, and utilization across intervals.
- Customer Experience – Track SLA compliance and measure abandonment patterns.
- Quality Assurance – Evaluate call quality and supervisor performance through QA summary reports.
- Sales & Lead Optimization – Improve outbound performance with lead penetration analytics.