Who called (through caller ID recognition). ![]() Put simply, these reports will contain information regarding: ![]() These are often referred to as “call detail reports”.Ĭall detail reports give the start time and end time of a call, how long it was in the queue and also the details of the caller – if they were recognized through Caller Line Identification (CLI), as well as if the call was abandoned. Most ACD systems will generate individual reports for every call. These abandon curves will enable us to assess whether our service level is appropriate, by identifying where you are losing the majority of customers.įor more on the relationship between call abandons and service level, read our article: How to Predict Call Abandon Rates Based on Service Level 4. The beauty of these reports is that they provide data which allows us to create call abandon curves, just like the example below.įind out how to plot an abandon curve in our article: How to Bring Down Your Call-Abandon Rates While these are the standard features of a call abandon report, some reports will also show the average wait time for a call to be abandoned, along with the longest a customer waited before they abandoned their call. Call Abandon ReportsĬall Abandon Reports are very useful in that they show you the percentage of calls that abandoned and details of the time before abandoning. Historical agent availability reports are also known as “trace reports”.įind out more sneaky agent tactics and how to spot them, in our article: 7 Tricks That Call Centre Employees Play 3. This enables us calculate schedule adherence and occupancy.īy having this view of how long agents were in each state we can also check to see if agents were playing tricks to avoid working – such as taking tactical toilet breaks or extending wrap time. Historical agent availability reports can also be accessed to see when agents signed in and out and how long they were in each state. These include:Īlongside this, the report will also show the leader how long the agent has been in each state – which will make it obvious when an advisor may need additional support.Īn example of an agent availability report can be seen below: It gives the names of individual agents and their user IDs, while also showing their ACD state.Īgents will typically be in one of a number of ACD states. Agent Status ReportsĪn agent availability report is a real-time report. In this report, we can also see the number of inbound calls answered and emails that have been responded to, as well as the number of held calls now. Nowadays, it is possible for these reports to be accessed in real time, and they may also show which channel each agent is handling at the time of viewing.Īn agent group report that does this can be found below: The report provides a summary of individual activity and includes statistics such as: This is sometimes known as an agent detail report. Agent Activity ReportsĪn agent activity report is typically historical and will contain a whole host of information regarding an advisor’s daily “output”. Each of these can be taken from your contact centre’s ACD system. Here are the top examples of call centre reports that include some interesting insights. The Top 7 Examples of Call Centre Reports So, don’t limit your reporting to just your ACD system, also take a look at the other metrics that contact centre systems may provide you with. However, these days, it is not just the ACD system that will provide you with key reports – although this will still be the key place to go for most reporting.įor example, your CRM system will also give you great sales reports. There are reporting tools that will do this automatically for you. These reports will contain lots of great information, which we can turn into graphs and charts in order to spot key trends. These include agent activity reports, agent status reports and call detail records – to name just a few. Your ACD system (Automatic Call Distributor) will automatically create reports for you – both historical and in real time. Your ACD system will automatically create reports for you – both historical and in real time. This will typically include your ACD system. What Is Call Centre Reporting?Ĭall centre reporting is defined as the process of stripping key insights from within contact centre systems into specific reports. ![]() We define call centre reporting, before sharing some examples of key reports and great tips to best use them in your operation.
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