Call Center Reports Overview

Cloud Voice ships with a library of ready-made reports that measure how your call center is performing. This page explains what these reports let you do and how they are organized so you can find the right one for the question you are trying to answer.

What reports let you do

Reports are generated for you automatically and presented as charts and graphs, so you spend less time compiling raw data and more time acting on it. Every report falls into one of two timeframes:

• Historical reports: Review activity that has already happened over a period you choose, such as last week or last month.
• Real-time reports: See what is happening in the call center right now.

You can view any report on demand, or schedule it to run on a recurring basis, giving you the numbers you need to assess past performance and shape future decisions.

Tip

If you review the same figures every week or month (for example, a Queue Performance Report for a supervisor), schedule it to run on a recurring basis instead of opening it by hand each time. Scheduled reports run on their own and save you the repeat clicks.

Report types

The reports cover call queues (the lines callers wait in until an agent is free) and the agents who staff them, tracking activity over a chosen time frame so you can gauge efficiency and measure results. They fall into two groups, based on how much you can tailor them:

• Default Call Report: Comes with a fixed set of dimensions, filters, and metrics. Pick one of the ready-made reports and view your call statistics right away.
• Custom Call Report: Lets you adjust the dimensions, filters, and metrics yourself, so you can shape the report around the specifics of your business.

Note

These three words describe how every report is built:

• Dimension: The category the data is grouped by, such as by agent, by queue, or by hour of the day.
• Filter: A condition that narrows the data down, such as a single queue or a specific date range.
• Metric: The number being measured, such as total calls answered or average wait time.

A Default Call Report locks these in for you. A Custom Call Report lets you set them yourself.

The reports in each group are listed below. Follow any link for instructions on opening that report and a breakdown of the metrics it contains.

Type	Reports
Default Call Report	Queue AVG Wait & Talk Time Report Queue Performance Report Queue Performance Activity Report Queue Callback Summary Report Queue Callback Activity Report Satisfaction Survey Report Satisfaction Survey Details Report Agent Login Activity Report Agent Pause Activity Report Agent Missed Call Activity Report Agent Performance Report Agent Call Summary Report
Custom Call Report	Inbound Queue Activity Analysis Report Inbound Queue Logs Report Inbound Queue Logs for Agent Report Agent Activity Analysis Report

Tip

Start with a Default Call Report. It answers most common questions out of the box with no setup. Reach for a Custom Call Report only when no default report groups or filters the data the way you need.

Building your own reports

You are not limited to the reports Cloud Voice provides. Start from a Default Call Report and change its filters and metrics, or build a Custom Call Report by defining your own dimensions, filters, and metrics. Any report you create is saved so you can reuse it later.

Note

Reports you build are stored under My Reports, which keeps all of your saved reports together in one place for quick access next time.