5 Reports Every Contact Center Needs

Key Performance IndicatorsTo measure KPI's and track performance

In a recent blog, Why We Love KPI's (And you should Too!), I discussed the importance of being able to measure Key Performance Indicators (KPIs) in your call center. The KPI’s provide supervisors with actionable and valuable call/agent data which can be used to help ensure agents are providing customers with the best customer care in the most efficient way.

Standard reports in Reachme Virtual Contact Center provide real-time, and historical call and agent data. These call center KPIs can be used to track performance and help determine:

  • The level of service you are providing to customers,
  • How consistent the level of service is over time,
  • How well representatives are performing and resolving calls.

Reachme delivers the data that you need through browser-based portals including:

Real Time Queue Manager

Reachme Call Center Report

Delivers data about current queue conditions and current interactions in queue.

 

Real-Time Agent Manager

Contact Center Real Time Report

Delivers data about agent performance and specific agent/state information

 

Historic Reports: (See all new report features in Reachme 16.08)

From the Management portal, users can run many standard reports. They include reports in the Agent Reports, Traffic Reports, Outbound Call Reports and CDR Reports (Call Details). You also have the ability to create Custom Reports through an integration with Jasper Server.

The list of available standard reports includes:

1.  Agent Reports

  • Agent Activity Individual

Report showing an individual agent and their associated call activity for a given input date/time range. Mostly intended for an agent with permissions to run reports so that they can see their data without running a report that shows all agent activity.

  • Agent Activity by Group

Report showing agents and their associated call activity for a given input date/time range. This report allows the user to input one or more Agent Groups and will provide data for all agents that belong to one of the selected Agent Groups.

  • Agent Answer Performance by Group

Report showing all agents in the system and their associated answer performance. Of the calls offered to the agent for the date/time range selected, how many were answered. This report takes into account ALL inbound and outbound activity.

  • Agent Group Activity

Report showing agent groups and there associated call activity for a given input date/time range. This report is the same as the agent activity individual or by group report except that it provides the output data on an agent group level. The report is useful if a manager wants to see comparison data between agent groups.

  • Agent Group Productivity

Displays Productive vs. Unproductive time for all agents in the system GROUPED BY Agent Group. This includes occupancy, call processing time and time spent in all other states. This report is good for a team lead or manager to look at their team's performance in comparison to other teams.

  • Agent Productivity

Displays Productive vs. Unproductive time for all agents in the system. This includes occupancy, call processing time and time spent in all other states. Data is displayed for all agents in the system (currently not selected by group).

  • Agent State History

Report showing an individual agents state history throughout a period of time.  Shows when an agent logged in or out, went to a release state, become idle, etc.

2.  Traffic Reports

  • Client Traffic Detail

Report showing traffic by interval. This report includes calls offered, calls answered, abandons and more on a per interval basis for the client selected. This report is helpful for call center management to inspect their staffing requirements.

  • Client Traffic Overview

Report showing data for all Clients in the system and associated data for each. Data includes how many calls were transferred out of the queues via recipe actions and SLA achievement.

  • Line Traffic Detail

Report showing traffic by interval. This report includes calls offered, calls answered, abandons and more on a per interval basis for the Line or “inbound number” selected. This report is helpful for call center management to inspect their staffing requirements.

  • Line Traffic Overview

Report showing data for all Lines or “inbound numbers” in the system and associated data for each. Data includes how many calls were transferred out of the queues via recipe actions and SLA achievement.

  • Queue Group Traffic Overview

Report showing data for all Queue Groups in the system and associated data for each. Data includes how many calls were transferred out of the queue via recipe actions and SLA achievement. This report is useful if you use queue groups to associate queues together. Example; Queue Group of Support includes Queues of Desktop and Server. In a case like that, you can pull data for all Support traffic (by queue group) or for just Desktop or Server (by queue)

  • Queue Traffic Detail

Report showing traffic by interval. This report includes calls offered, calls answered, abandons and more on a per interval basis for the queue selected. This report is helpful for call center management to inspect their staffing requirements.

  • Queue Traffic Overview

Report showing data for all Queues in the system and associated data for each. Data includes how many calls were transferred out of the queues via recipe actions and SLA achievement.

3.  Outbound Call Reports

  • Outbound Detail by Client

Provides detailed information about outbound calls placed by agents.  Information is provided on a by client basis and is useful for call center staff to understand the amount of work being performed by agents in regards to outbound call activity.

  • Outbound Overview by Client

Provides summary data for outbound activity by client.

4.  CDR Reports (Call Details)

  • CDR Brief

Call Detail report including information about all calls and all legs of each call.  Example, if a call involved several queues, agents or phone numbers, there is a call “leg” for each agent that was involved with the call.  This ensures that an administrator or manager can get a full view of what happened with the specific call.

  • CDR

Same as CDR Brief with a bit more data.

  •  CDR Extended

Same as CDR Brief with a lot more detail.

 

5.  Create Custom Reports

Through an integration with Jasper Server (https://www.jaspersoft.com), customers can create custom reports that use pre-installed data connectors to our underlying data store that includes all agent events, call events and call detail records. These custom reports can be created with the free Jaspersoft report writer called iReport Designer.  And, when you have a custom report just like you want it, the report can be deployed to the server and will automatically be made available to the user community through the reports tab of the ReachMe management portal! Write, deploy and enjoy

Learn more about the Reachme affordable contact center solution here.

Also check out the "lite" contact center infographic here.

 

Written by Jerry Browne

Jerry Browne

Current solutions architect and Reachme product manager with eZuce. 25 years in the telephony and contact center space with significant design, technology planning, integration and market research background.

Subscribe to Email Updates

Recent

Popular tags

see all
  • Our Mission
      eZuce is an innovative technology company that provides small and medium enterprises with visually integrated unified collaboration environment to improve their business processes. Intuitive adoption of technology by humans is in the forefront of all our developments. The eZuce user centric solution enables our enterprise partners to respond swiftly and accurately to their customers’ needs.
  • My Enterprise
      At eZuce, we are passionate about changing the way people collaborate within the enterprise. We believe that the consumerization of information technology has changed the status quo within the enterprise. Intuitive adoption of technology by individuals empowers a more productive workplace, my workplace, My Enterprise! Our goal is to leverage newly attained consumer skills into a “My Enterprise” attitude at work by enabling individuals and teams to collaborate on their terms.
  • Be there
      By emphasizing visual interaction, the human factor and user centricity, eZuce software and service solutions enable individuals and teams to collaborate on their terms, to be there for the business at the right time at the right place with the right device. Be there with your own insight!

eZuce, Inc.


300 Brickstone Square #104, Andover, MA 01810


Phone: (978) 296-1005

Email: contact@ezuce.com

Web: http://ezuce.com