Call center reports show statistics for call queues, agents, agent availability, dialed numbers and abandoned calls over a selected time period. Supervisors can use them to review performance trends and find areas for improvement.
Report Tools and Options
- Sign in to the Level365 Web App with an Office Manager (Manage Organization) account.
- From the top navigation bar, select Call Center.
- From the Call Center page, select Reports. The Call Center Reports page opens, where call data can be viewed, filtered and analyzed.
Date and Time Range
The date and time fields set the reporting period. Select the start and end dates from the calendar, and the start and end times from the dropdowns. The report includes data from the start date and time through the end date and time.
Report Buttons
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Settings – Opens a window with two tabs:
- General – Sets the service level agreement (SLA) time used by the Service Level statistic.
- Custom Statuses – Adds or edits custom agent statuses that can be applied in reports.
- Email Reports – Schedules reports to be emailed automatically. See Scheduling Email Reports.
- Print – Opens the print dialog for the report currently on screen. Most print dialogs also offer a print-to-PDF option for saving the report as a file.
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Download – Downloads the report currently on screen as a CSV file, without regenerating the data. The file name reflects the report type and date range, for example
queueReport_03_31_2022_00_00_00-04_01_2022_00_00_00.csv.
Call Center Report Types
There are five call center reports, each on its own tab: Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats and Abandoned Calls. In the Queue Stats, Agent Stats, Agent Availability and Dialed Number Stats reports, columns can be shown or hidden, and rows with no data can be hidden.
Queue and agent numbers may not match. Queue statistics are measured from when a call reaches the queue, and agent statistics are measured from when a call is dispatched to an agent. Because of this, Calls Handled (CH) and Assisted Calls Handled (AST) can differ between the Queue Stats and Agent Stats reports.
The Queue Stats report shows statistics for each call queue, such as call volume, calls handled, abandoned calls and average wait time.
| Statistic | Definition |
|---|---|
| Call Volume (VOL) | Calls that came in through the queue, including answered, abandoned, forwarded and voicemail calls. |
| Calls Handled (CH) | Queue calls answered by an agent. The call must also end with that agent to count as handled. |
| Calls Offered (CO) | Calls that reached the queue to be dispatched to agents, including abandoned, forwarded and voicemail calls. |
| Adjusted Calls Offered (ACO) | Calls offered, excluding calls abandoned in less than 10 seconds. |
| Voicemail (VM) | Calls handled by the automated voicemail system. |
| Forward (FWD) | Calls forwarded to another queue or an off-net phone number. |
| Average Talk Time (ATT) | Average time an agent spent talking per queue call. Excludes hold time. |
| Assisted Calls Handled (AST) | Calls answered and then forwarded to another agent. |
| After-Call Work Time (ACW) | Average time between the end of a call and the agent submitting a call disposition. Applies only to agents using single-call mode. |
| Callbacks (CB) | Calls that requested a callback instead of waiting in the queue. |
| Average Hold Time (AH) | Average time a caller spent on hold with an agent. Excludes time waiting in the queue. |
| Service Level (SL) | Share of calls answered within the service level agreement (SLA) time set under Settings. |
| Percent Dial Transfers (DT) | Percentage of calls that reached the queue and were offered to an agent. |
| Abandoned Calls (AC) | Calls where the caller hung up before an agent answered. |
| Adjusted Abandoned Calls (AAC) | Abandoned calls, excluding calls abandoned in less than 10 seconds. |
| Abandon Rate (AR) | Abandoned calls as a percentage of calls offered (AC ÷ CO). |
| Adjusted Abandon Rate (AAR) | Adjusted abandoned calls as a percentage of adjusted calls offered (AAC ÷ ACO). |
| Average Handle Time (AHT) | Average time an agent spent per call, including talk time, hold time and after-call work time. |
| Average Wait Time (AWT) | Average number of seconds a caller waited in the queue before being dispatched to an agent. When no queue is selected, the total for all queues is shown. |
| SMS Volume (SMS_VOL) | Text messaging sessions handled through the queue. |
| SMS Average Handle Time (SMS_AHT) | Average time an agent spent on a text messaging session from the queue, from accepting the message until the session ended. |
The Agent Stats report shows color-coded statistics for each agent, such as extension, department, talk time and missed calls. Results can be filtered by department and by call queue.
Every queue call sent to an agent is counted as a Calls Handled (CH), Assisted Calls Handled (AST) or Missed Calls (MC) call.
| Statistic | Definition |
|---|---|
| Calls Handled (CH) | Queue calls answered by the agent. |
| Talk Time (TT) | Total time the agent spent on answered queue calls. |
| Average Talk Time (ATT) | Average time the agent spent talking per queue call. Excludes hold time. |
| Assisted Calls Handled (AST) | Calls answered and then forwarded to another agent. |
| After-Call Work Time (ACW) | Average time between the end of a call and the agent submitting a call disposition. |
| Average Hold Time (AH) | Average time a caller spent on hold with the agent. Excludes time waiting in the queue. |
| Average Handle Time (AHT) | Average time the agent spent per call, including talk time, hold time and after-call work time. |
| Missed Calls (MC) | Queue calls offered to the agent but not answered. Includes repeat attempts when a call cycles through all agents. Excludes unanswered simultaneous-ring calls. |
| Outbound Attempts (OATT) | Outbound calls the agent attempted. Excludes on-net and conference calls. |
| Outbound Answered (OANS) | Outbound calls answered by the other party, including calls answered by voicemail. Excludes on-net and conference calls. |
| Outbound Minutes (OM) | Minutes the agent spent on outbound calls, including talk and hold time. Excludes call center, on-net and conference calls. |
| Outbound Average (OAvg) | Average length of the agent's outbound calls. Excludes call center, on-net and conference calls. |
| Inbound Attempts (IA) | Inbound calls offered to the agent, including call center calls. Excludes on-net and conference calls. |
| Inbound Answered (IANS) | Inbound calls the agent answered, including call center calls. Excludes on-net and conference calls. |
| Inbound Minutes (IM) | Minutes the agent spent on inbound calls, including call center calls and talk and hold time. Excludes on-net and conference calls. |
| Inbound Average (IAVG) | Average length of the agent's inbound calls, including call center calls. Excludes on-net and conference calls. |
The Agent Availability report shows how long each agent spent in each status (online, lunch, break and so on) during the selected period, for the whole organization or a single department. Times are shown as HH:MM:SS. Hovering over the information icon in a column header shows what that column measures.
This report can be filtered by department but not by call queue. To view agent statistics for a specific queue, use the Agent Stats report. Off-net agents are not tracked in this report.
Logged In (LI) time counts only while an agent's status is set to online. Signing in to the web app does not start LI time, and closing the browser tab does not stop it. For accurate reporting, agents should set their status to online at the start of a shift and select Go Offline or End Shift at the end. Going offline or ending a shift logs the agent out of all call queues.
| Statistic | Definition |
|---|---|
| Extension | The agent's extension. |
| Domain | When multiple domains are managed, the domain the agent belongs to. |
| Department | The agent's department, if one is assigned. |
| Logged In (LI) | Total time the agent's status was set to online. |
| Available (AM) | Total time the agent was available for calls. Excludes unavailable statuses such as break, lunch, meeting, web and other. |
| Unavailable (UM) | Total time the agent was not available for calls, including offline, break, lunch, meeting, web and other statuses. |
| Lunch (L) | Total time the agent's status was set to lunch. |
| Break (B) | Total time the agent's status was set to break. |
| Meeting (M) | Total time the agent's status was set to meeting. |
| Other (O) | Total time the agent's status was something other than available, break, lunch, meeting or web. Excludes the unavailable status. |
| Web (W) | Total time the agent's status was set to web. |
The Dialed Number Stats report groups call statistics by the phone number the caller dialed, also known as the dialed number identification service (DNIS). This is useful when several phone numbers route to the same destination, because it shows which number each call came in on.
Numbers can be graphed individually or as a group, and each number is color-coded automatically.
This report uses the same statistics as the Queue Stats report, grouped by dialed number instead of by queue. In this report, Forward (FWD) also includes calls forwarded to voicemail.
The Abandoned Calls report graphs abandoned calls by queue, with time on the horizontal axis and the number of abandoned calls on the vertical axis.
Below the graph, each abandoned call is listed with its date and time, caller name, caller number, queue, queue name, dialed number and wait time. This report has no configurable columns.
Viewing Call History From a Report
In the Queue Stats, Agent Stats and Dialed Number Stats reports, non-zero values appear as blue links. Selecting a value opens the call history for that queue, agent or dialed number. Selecting a value in the totals row at the bottom of the table opens call history for the entire organization.
Release reasons shown in this call history are specific to the queue or agent and differ from those on the main Call History page.
Scheduling Email Reports
Reports can be emailed automatically on a daily, weekly or monthly schedule. Each report includes data up to the time it is sent. Reports are sent to the user who sets them up, plus up to four additional email addresses.
- On the Call Center Reports page, select Email Reports.
- On the Basic tab, under Types, select one or more report types:
- Summary – An overview combining the Call Queue, Agent and Dialed Number reports.
- Call Queue – Queue performance data.
- Agent – Agent activity and performance.
- Dialed Number – Call activity by dialed number.
- Under Frequency, select Monthly, Weekly, Daily or any combination.
- Set the Monthly Send Day or Weekly Send Day if shown, and the Send Time.
- Select Next.
- On the Advanced tab, select the statistics to include. Hold Ctrl (Windows) or Cmd (Mac), or Shift, to select more than one.
- To send the report to other people, enter up to four addresses in Extra Email Addresses.
- To include the data as a spreadsheet file, select Attach CSV Data to Email.
- Select Save.
Each user can have only one email report per frequency. For example, one user cannot have two separate weekly reports.
Removing an Email Report
- Sign in as the user who set up the email report.
- On the Call Center Reports page, select Email Reports.
- Clear the report types or frequencies to stop sending. To remove all email reports, clear every box.
- Select Save.