Call Center Monitoring: Dashboard and Reports
Overview
The CoreNexa Call Center solution provides the monitoring tools and reporting capabilities needed to manage a typical call center operation. The focus of this capability is found in the PBX portal when logged-in using the Call Center Supervisor role. The Call Center Supervisor Home page displays statistics and reports related to the call queues that a supervisor manages. When configured the Stats Grid will display custom statistics for your call center which are color coded on a scale of red to green based on lower and upper thresholds of certain call center aspects that you can configure.
Dashboard
Dashboard allows your customers who have been granted access a live view of Call Center, where they can customize which widgets they would like to display.
Call Center Reports (ACD Reports)
All ACD Reports are found in the customer view in CoreNexa Automation Manager:
- Navigate to the Customer
- Click Reports in the main tab
- Under ACD, click the report that you want to view
Real-time Console
The Real-time console is used to display real-time ACD, including such things as calls waiting, longest hold times, agents logged in, and average hold times per queue as well as a list of all agents, their current status, and their call count.
Queue Performance
For each Queue, the Queue Performance report displays varied real-time information on Calls Answered, Abandoned, Transferred, Answered, etc., plus Hold Times and Abandon Times.
Specify the date range and click Search. Click the Export button to download the report.
| Report Field Name | Description |
|---|---|
| Calls Offered | Total number of calls the entered the queue. |
| Call Answered | Total number of calls per queue that were answered. |
| SLA % (Service Level) | Percentage of calls answered answered in less than 31 seconds. Other time windows available. |
| Aban. < 30s. | # of calls that were abandoned before 30 seconds |
| Aban. >= 30s. | # of calls that were abandoned after 30 seconds |
| Aban. % | The ratio of (Abandoned Calls)/(Calls Offered) |
| Calls Transf. | Total number of calls transferred. |
| Answered % | Percentage of all calls answered. |
| Avg. Hold Time | Average time that a caller was on hold (Doesn’t include time in the queue). |
| Avg. Abandon Time | Average time that a caller left the queue before their call was answered. |
| Total Call Time | The Call Time for the queue in the date range specified. |
| Avg. Call Time | The Average Time agent spent talking to callers (not including hold time). |
Agent Performance
The Agent Performance report displays agent performance by a variety of statistics, including both ACD and non-ACD calls.
Specify the date range and click Search. Click the Export button to download the report.
| Report Field Name | Description |
|---|---|
| Agent | Agent's Name |
| ACD Calls Answered | Total number of queue calls answered by the agent. |
| ACD Calls Missed | Total number of queue calls that were presented to the agent that were not answered. |
| Non-ACD Calls Answered | Total number of direct calls answered by the agent. |
| Outbound Calls | Total number of outbound calls made by the agent. |
| Outbound Call Time | The total time spent by the agent on outbound calls. |
| Shift Time | Total time agent was logged in. |
| ACD Call Time | The total time spent by the agent on queue calls. |
| Non-ACD Call Time | The total time spent by the agent on direct calls. |
| Total Hold Time | Total time spent by agent placing caller on hold. |
| Pause Time | Total time the agent paused incoming queue codes. |
|
Pause Count |
# of calls the agent missed while in pause status. |
| Total Idle Time | Total time agent was in a logged in status excluding pause time and time spent on queue calls. |
Agent Events
The Agent Events report lets you view a variety of statistics regarding agents' shift activities. By default, the report shows a summary of all agents' activity.
To view a detailed report for a particular Agent:
- Enter a date range using the Start Date and End Date calendar controls
- Choose an agent from the Agent dropdown list.
- Click the Search
Click Export to download the report.
| Report Field Name | Description |
|---|---|
| Login | Time the agent logged in to the queue. |
| Logout | Time the agent logged out to the queue. |
| Shift Time | Total time agent was logged in. |
| Idle Time | Total time agent was in a logged in status excluding pause time and time spent on queue calls. |
| Calls Answered | Total number of calls that were answered by the agent. |
| Total Call Time | The total time spent by the agents on calls. |
| Total Hold Time | Total time spent by agent placing caller on hold. |
| Non-ACD Inbound Time | The total time spent by the agent on direct calls. |
| Non-ACD Inbound Calls | Total number of direct calls. |
| Outbound Time |
The total time spent by the agent on outbound calls. |
| Outbound Calls | Total number of outbound calls made by the agent. |
| Pause Time | Total time the agent paused incoming queue codes. |
|
Pause Count |
# of calls the agent missed while in pause status. |
Queue Call Activity
The Queue Call Activity report lets you view a variety of statistics by Queue.
Specify the date range and click Search. Click the Export button to download the report.
Answer/Abandoned Report
The Answer/Abandon Report report lets you view and compare statistics for Answered vs. Abandoned calls.
Specify the date range and update any search criteria. Click Search and then Export to download the report.
| Report Field Name | Description |
|---|---|
| Time | Hour of day when the calls came in. |
|
Total Calls |
Total number of calls per queue. |
|
Calls Answered |
Total number of calls per queue that were answered. |
| Max Hold Time | Max time across the queue that a caller was on hold (Doesn’t include time in the queue). |
| Abandoned < 30s. | # of calls that were abandoned before 30 seconds |
| Abandoned < 30s. % | % of calls that were abandoned before 30 seconds |
| Abandoned >= 30s. | # of calls that were abandoned after 30 seconds |
| Abandoned >= 30s. % | % of calls that were abandoned after 30 seconds |
| Longest Abandoned | Max time a person waited in queue hanging up before an agent answered. |
| Abandoned Count | The number of calls that hung up while in queue (before being transferred out to an agent). |
Queue Summary by Number
This report lets you view statistics for incoming calls by DID. You can choose to view all numbers at once or change to a specific number.
Specify the date range and click Search. Click the Export button to download the report.
| Report Field Name | Description |
|---|---|
| Number Dialed | Number the caller dialed to reach the queue |
| Queue | Name of the queue |
| Calls Offered | Total number of calls the entered the queue. |
| Calls Answered | Total number of calls per queue that were answered. |
| Calls Abandoned | The number of calls that hung up while in queue (before being transferred out to an agent). |
| Average Hold Time | Average time that a customer was on hold (Doesn’t include time in the queue). |
| Average Call Time | The Average Time agent spent talking to callers (not including hold time). |