--- title: Voice Reports slug: contact-center/voice-reports docTags: createdAt: 2025-10-21T05:24:03.407Z --- 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.