The Level365 Call Center Reporting feature provides detailed visibility into contact center performance, including call volumes, queue activity, agent metrics, and service-level adherence. Reports can be generated by queue, agent, DNIS (Dialed Number Identification Service), or abandoned call trends. With flexible date ranges and performance filters, the reporting tools help Call Center Supervisors and Office Managers analyze call handling, identify patterns, and monitor overall efficiency within the call center environment.
Call Center Page Layout
The Call Center page provides a real-time overview of queue activity and agent status. This layout gives a consolidated view of call center operations, helping supervisors monitor performance and manage workloads efficiently. Users with a scope of Call Center Supervisor or higher can view:
- A list of all Call Queues assigned to their scope
- An Active Call Graph displaying current call volume and queue activity
- Analytics, Reports, and Settings buttons that navigate to the respective pages for deeper insights and options
- A Stats Grid showing key performance metrics and thresholds
- A list of Agents within those queues, including their availability and current state
Active Calls
Clicking the Active Calls number (even if it shows zero) opens a detailed view of current or recent queue activity. This view displays:
- The originating number (caller)
- The dialed number that entered the queue
- The call status (e.g., ringing, talking, on hold)
- The assigned agent
- The duration of the call since it entered the queue
To use the Listen feature, the agent’s scope must be lower than the user’s who is initiating the listen action. This ensures proper access control and supervisor monitoring permissions.
Callers Waiting
The Callers Waiting section displays details about calls currently in queue. This view provides real-time visibility into waiting callers and helps supervisors assess queue activity and response performance. Information shown includes:
- The caller ID (originating number)
- The caller name, if available
- The status of the call (for example, Talking or Ringing Agent)
- The duration or total time on hold since the call entered the queue
Agents Idle
Clicking the Agents Idle number opens a list of all agents assigned to the queue. The table includes:
- The agent’s extension
- The agent’s current status
- The answering order in the queue (if configured)
- The maximum number of concurrent calls the agent can receive (up to 6)
- The maximum number of concurrent SMS messages the agent can receive (up to 5)
Agents can be added, removed, edited, or converted from this screen in the same way as on the main Call Queues Table. For additional details on managing agents see our guide on Managing Call Queue Agents.
The Active Calls Graph provides a visual representation of call activity within the selected call queues. If no specific queues are selected in the Call Queues Table, the graph defaults to display data for all queues.
The y-axis shows the number of active calls, while the timeline covers the last eight hours of activity. This view helps monitor call volume trends and queue traffic patterns over time.
The Portal can generate custom reports about call queues. These reports provide a graphical overview of call center statistics over a given period of time. The reports can cover the entire call center, queues, or individual agents. This granularity enables call center supervisors to monitor their call center.
To generate call center reports:
- On the Call Center page, click the Reports tab.
- Select a date range.
Navigate through the tabs to see the different reports that can be generated:
- Queue Stats - Allows supervisors to view specific attributes on a queue-by-queue basis such as call volume, calls handled, abandoned calls, average wait time, and much more.
- Agent Stats - Displays color-coded statistics by agent such as extension, department, talk time, missed calls, and more.
- Agent Availability - Displays an agent's availability in a domain or in a department within a domain. It will display the time an agent's status was set to online or set to lunch, etc. during the selected time period.
- Dialed Number Stats - displays information based on the DNIS. DNIS is a telephone service that informs the receiver about a call that the caller dialed.
- Abandoned Calls - Displays Call Center graphs for abandoned calls, organized by individual queues.
The Stats Grid displays values using color-coded thresholds to help quickly identify when a configurable call queue limit has been reached or exceeded.
Color Indicators:
- Green - Value is below the lower threshold
- Yellow - Value is at or above the lower threshold and below the upper threshold
- Red - Value is at or above the upper threshold
- White - Threshold not configured (default for CA and CV metrics)
|
CW (Callers Waiting) |
The active number of callers waiting in the selected call queue, or in all call queues if none are selected.. |
|
AWT (Average Wait Time) |
The average time a caller spent in the call queue before being dispatched to an agent. |
|
AHT (Average Handling Time) |
This time includes Talk Time, Hold Time, and Disposition Time. |
|
SL (Service Level) |
The ratio of calls meeting the service level agreement that is configured under the stats the Settings tab. |
|
ABN (Abandon Rate) |
The percentage of calls abandoned, over the total calls offered. |
|
CA (Calls Answered) |
The number of calls answered by all agents in the call queue. |
|
CV (Call Volume) |
The number of calls originating in the call queue, including answered & abandoned calls, and forwards. |
Located in the bottom-right corner of the Call Center home page, the Agents List provides an overview of all active agents and their status. It displays each agent’s call statistics, assigned queues (including current status), and includes the option to listen to active calls when permitted.
Only agents who are online can participate in a call queue. Agents are color-coded as follows:
- Gray - Offline
- Green - Online and available
- Red - Online and unavailable
Agent Stats
The Agent Stats provides a visual summary of an agent’s recent call activity. It includes a 10-day graph of overall performance, with the last 24 hours offering a detailed breakdown of call types, talk time, and related metrics.
Any status other than Offline is considered online, so the agent’s Logged In time begins accumulating as soon as their status changes to anything other than Offline - including statuses such as Lunch, Break, or Meeting.
Assigned Queue(s)
Assigned Queue(s) lists all call queues that the agent is currently assigned to. From this view, a supervisor can change an agent’s status (for example, set to Offline if the agent forgot to log off) and adjust the agent’s queue priority.
Queue priority determines the order in which calls are routed to the agent. A lower number indicates a higher priority - for instance, a priority of 1 means calls from that queue will reach the agent first.
Listen
The Listen feature allows authorized users to monitor the agent’s live calls. For additional details on the Listen feature see our guide Call Monitoring Listen Feature Overview.
Have questions or need assistance?
Our Support Team is here to help.
Click here to view all contact options and additional resources such as our AI Agent and knowledge base searches.