Contact Center Reports show metrics and statistics of various Contact Center aspects and agents.

Unlike Real-Time Dashboard, which displays data in a more representative way and is more intended to be used by various Contact Center users, Contact Center Reports contain more specific and detailed manager-specific information.

Reports are accessible from CONTROL PANEL and for Contact Center managers from Elevate Desktop Application:

CONTROL PANEL: Voice Services > Contact Center > Reports.

Elevate Desktop App: Contact Center icon > Reports icon > Launch Reports.
Link will be opened in a new window in the default web browser.

Reports in CONTROL PANEL have links to the Real-Time Dashboard and settings modifying SLA (Service Level Agreement) in the right upper corner.

Contact Center Reports consist of two sections: Active Report and Historical report.

Active Report

The Active Report section contains current day info on all the Contact Center agents. It includes the following info:

  • Total active calls
  • Calls in queue
  • Agents logged in
  • Agents with customers

Moreover, there are Call Durations diagrams that show the duration of calls in total, by queue time and by talk time.

Active Report is also showing the status of the Contact Center agents in the Agent Status section.

Historical Report

The Historical Report section contains info on the Contact Center performance over an extended period of time. It consists of the following parts:

    • Total Calls

    • Call Durations

    • Call Statistics

    • Queue Time

    • Talk Time

    • Call Duration

Historical reports are currently available for the following ranges: Last 3 Days, Last Week, Last 2 weeks and Last Month.

Historical Reports for single agents are also available.

The Historical Reports for a single agent have the following sections:

    • Talk time

    • Calls

    • Total Time logged in

Both reports can be printed and downloaded in CSV format by using icons in the right upper corner.

Points To Consider

  • It is not recommended to use the Find Me Follow Me feature with the phones that are parts of a Contact Center hunt group.
  • Immediately connected calls are not taken into account when presenting the Average Queue Time.