Overview
The Contact Center monitoring and reporting tools give Call Center Supervisors everything they need to track queue performance and agent activity. The dashboard provides a real-time summary of key metrics, while the reporting section allows supervisors to generate detailed historical reports covering queues, agents, dialed numbers, and abandoned calls.
Key Definitions
- Call Center Supervisor Scope – The portal access level granting access to monitoring and reporting features.
- Stats Grid – The customizable metrics panel showing color-coded statistics based on configured thresholds.
- Lower Threshold – The value at which a stat grid cell turns yellow. Defaults to 70% of the Upper Threshold if left blank.
- Upper Threshold – The value at which a stat grid cell turns red.
- Service Level Agreement – A configurable time window for determining whether a call was answered within an acceptable timeframe.
Rules
- Call queues can only be configured by Office Manager or Call Center Supervisor scope or higher.
- Agents can only be added after the queue has been created.
- Queue names must be numerical.
- Only online agents can participate in an active queue.
- Agent status icons: grey is offline, green is available, red is on a call.
- Agents in multiple queues can set priority levels across queues.
- Agent availability states: Logged In, Lunch, Break, Meeting, Web, and Other.
The Supervisor Home Screen
The Stats Grid abbreviations are: CW (Calls Waiting), AWT (Average Wait Time), AHT (Average Handling Time), ABN (Abandon Rate), CA (Calls Answered), CV (Call Volume). Click the Settings button above the panel to set thresholds and configure the Service Level Agreement.
Call Center Reports
Click the Reports tab from the Call Center home screen and select a date range and report type. Available types are Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, and Abandoned Calls.
Queue Statistics
| Metric | Description |
|---|---|
| Volume (VOL) | Total calls for the queue including those that did not complete the Auto Attendant. |
| Calls Handled (CH) | Total calls answered by an agent. |
| Calls Offered (CO) | Total calls that entered the queue. |
| Adjusted Calls Offered (ACO) | Calls Offered minus calls abandoned in under 10 seconds. |
| Voicemail (VM) | Total calls handled by voicemail. |
| Forward (FWD) | Total calls forwarded to another queue or off-net number. |
| Avg Talk Time (ATT) | Average agent talk time excluding hold time. |
| Avg Hold Time (AH) | Average hold time excluding queue wait time. |
| Service Level (SL) | Percentage of calls answered within 60 seconds. |
| Abandoned Calls (AC) | Calls that ended while waiting before reaching an agent. |
| Abandon Rate (AR) | Ratio of Abandoned Calls to Calls Offered. |
| Avg Handle Time (AHT) | Average of Talk Time plus Hold Time plus Disposition Time. |
| Avg Answer Speed (AAS) | Average queue time for calls eventually connected to an agent. |
Agent Statistics
Displays performance metrics for individual agents over a selected time period. Checkboxes let supervisors select specific agents and graph their data individually.
Agent Availability
| Status | Description |
|---|---|
| Logged In (LI) | Total hours logged in during the period. |
| Available (AM) | Total minutes in the Available state. |
| Unavailable (UM) | Total minutes in the Unavailable state. |
| Lunch (L) | Total minutes in the Lunch state. |
| Break (B) | Total minutes in the Break state. |
| Meeting (M) | Total minutes in the Meeting state. |
| Other (O) | Total minutes in the Other state. |
| Web (W) | Total minutes in the Web state. |
Dialed Number Statistics (DNIS)
Shows call statistics broken down by the specific number callers dialed to reach the contact center. Useful for businesses routing multiple inbound numbers to the same destination.
Abandoned Calls
Generates a graph of abandoned call activity over time for individual queues, with a detailed list of each abandoned call below the graph including individual call statistics.