Voice Reports

2 min

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