📊 Call Center Reports Overview
IZT Cloud Voice provides a set of predefined reports concerning detailed information about call center performance. This topic describes what you can do with call center reports and the report types.
What you can do with call center reports
The system automatically generates reports in the form of graphs or charts. You can view and analyze statistical and exact invaluable data with ease. These reports can be historical and real-time. You can simply switch between options to evaluate past activities and plan future actions accordingly.
Reports types
We divide reports into two categories: queue performance and agent performance.
Queue performance reports
The queue performance reports give you insight into the work efficiency of one or more queues over a period of time, and help you evaluate the performance of each queue.
| Report Type | Description |
|---|---|
| Queue AVG Waiting & Talking Time | Displays the average wait and talk time for queues over a selected period. |
| Queue Call Logs | Complete logs of all calls handled by the queue during the selected period. |
| Queue Activity | Shows active times and durations where queue calls were most frequent. |
| Queue Satisfaction | Survey details reflecting caller's satisfaction after interactions. |
| Satisfaction Survey Details | Detailed survey responses from callers. |
Agent performance reports
The agent performance reports give you insight into the performance of one or more agents, and help you monitor the performance metrics of your entire call center over a period of time.
| Report Type | Description |
|---|---|
| Agent Login Activity | Logs of agent login and logout times. |
| Agent Pause Activity | Displays the times agents paused their activities to handle other tasks. |
| Agent Call Summary | Complete logs and summary of all calls handled by specific agents. |