Hosted Call Center Reports

AVAD’s Hosted Call Center reporting delivers a comprehensive set of configurable real-time and historical reports that are required for a broad range of call centers.

There are 18 canned reports included with the call center. The complete list, including a brief description of each canned report, can be found on the bottom of this page. reports.

Call Center Dashboard

Monitor real-time Queue, such as the queue, average wait time, abandoned calls, agents available,agents on calls, % within service level, and many other Key Performance Indicators (KPIs).

Agent Activity Report

Generate real-time and historical report on performance. KPIs include number and type of call, duration of Automatic Call Distribution states by agents, and duration by state (talk, idle, etc).

Agent Utilization Report

Generate historical report on agent performance relative to the group. KPIs include number of calls by call type (ACD, Outbound), average duration and type, and average duration of ACD state (talk time, handle time, etc).

Queue Performance Report

Generate real-time and historical report on queue performance and trends. KPIs include number of calls by state, average duration, and percent by type.

Service Level Report

Generate historical report that shows compliance against established service levels (eg answer 80% of calls within 20 seconds), Metrics include number of calls and percentage of calls within SL across multiple service levels.

Export Data to Excel – All reports include an option to export the data to Microsoft Excel, preformatted for ease of use.

Additional Canned Reports

	Report Name	Report Type	Scope	Summary
1	Agent Call Detail Report	Historical	Agents and Supervisors	This is a detailed list of all calls made or received by the agent.
2	Agent Call Report	Real-Time	Agents and Supervisors	This allows you to view what types of calls were received or made by an agent (ACD, inbound, outbound, and so on).
3	Agent Duration Report	Real-Time	Agents and Supervisors	This allows you to view how long an agent spends on different types of calls. This shows the total duration during the time period.
4	Agent Activity Report	Agents and Supervisors	Real-Time	This allows you to view how agents used their time. It shows how much time they spend in different line/ACD states.
5	Agent Sign-In Sign-Out Report	Historical	Agents and Supervisors	These are time-stamped entries to reflect working time.
6	Agent Summary Report	Historical	Supervisors	This allows you to view and compare agent performance. They report on average durations and maximum durations during the time period.
7	Agent Unavailability Report	Historical	Supervisors	This allows you to monitor an agent’s “non-working” time.
8	Agent Disposition Code Report	Historical	Supervisors	This allows you to monitor an agent’s use of disposition codes.
9	Call Center Call Detail Report	Historical	Supervisors	This contains a detailed list of all calls handled by the call center.
10	Call Center Incoming Calls	Real-Time	Supervisors	This allows you to view what is happening to calls that arrive at the call center, for example, are they being deflected, are they arriving due to overflow?
11	Call Center Report(Real-Time) Call Center Presented Calls Report	Real-Time	Supervisors	This allows you to view what is happening to calls that enter the queue, for example, how many were received, abandoned, escaped, and so on.
12	Abandoned Call Report	Real-Time	Supervisors	This allows you to view the number of calls queued and abandoned. Then you can adjust staffing to create the proper balance.
13	Call Center Summary Report	Historical	Supervisors	This allows you to monitor the trends for queued calls, for example, the average wait time, average speed of answer, average abandonment.
14	Service Level Report	Historical	Supervisors	This allows you to monitor the compliance with service levels (up to five). Then you can adjust staffing to meet contract obligations and customer satisfaction.
15	Call Center Disposition Code Report	Historical	Supervisors	This allows you to monitor the use of disposition codes for calls handled from a call center.
16	Call Center Overflow Matrix	Historical	Supervisors	This allows you to monitor whether calls are overflowing according to expectations. Then you can adjust staffing to create proper balance.