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Call Center Monitoring and Reports

Call Center Reports by Vulcan Telecom

Call Center Phone Services

Vulcan Telecom's call center portal is capable of generating custom reports on call queues. These generated reports from the call center portal will provide a graphical overview of certain statistics. These statistics of your call center are generated for a specified time period. It is also possible to set whether these reports will be related to the call center as a whole, whether only a part of the call queues will be included in the statistics, or whether the statistics of individual agents will be generated.

By clicking on the "Reports" button from the call center home page we can start generating and viewing these statistics.

We then have the choice of generating them for a selected time period. Next, we have a selection for the type of report we want to generate.

There are more options available for generating different statistics and we will cover them in the next section.

These are mainly Agent Availability, Queue Statistics, Agent Statistics, Called Number Statistics and Abandoned.

Call Center Phone Services

Queue Statistics in PBX portal by Vulcan Telecom

 

Call Center Phone Services

Call queue statistics are used for supervisors to view the call queue based on specific defined attributes.

All of these attributes can be set and managed within a pop-up window.

Each such call queue that a supervisor needs to analyze has a number of different parameters.

Among such parameters that can be displayed within this call queue statistics are attributes including volume, calls answered, average call time, average wait time, abandoned calls and many more.

Graphs can be managed in the table settings. To select the different settings we have available for the graph for a given statistic in the call queue table we will see a list of checkboxes when we click on the button. These checkboxes allow us to change which fields are in the drop-down list.

Once this is set up, you can then select the specific statistics you want to display in your report using the checkboxes in the first column for call queue statistics.

So what are the options of statistics to display?

  1. Volume (VOL)
  2. Call Answered (CH)
  3. Calls Offered (CO)
  4. Adjusted Calls Offered (ACO)
  5. Voicemail (VM)
  6. Average Hold Time (AH)
  7. Forward (FWD)
  8. Average talk time (ATT)
  9. Service Level (SL)
  10. Dialing Transfer Percentage (DT)
  11. Abandoned Calls (AC)
  12. Abandonment Rate (AR)
  13. Adjusted abandoned calls (AAC)
  14. Adjusted abandonment rate (AAR)
  15. Average Handling Time (AHT)
  16. Average Answer Speed (AAS)

All of these parameters can be easily selected from the drop-down list. This attribute list is located on the left side of the pop-up window.

Call queue statistics can be displayed in both tabular and graphical form.

Queue Statistics in PBX portal by Vulcan Telecom

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These are mainly the following checkbox statistics.

1

Volume (VOL)

We can have this displayed for call queue statistics as the total number of calls in the queue. This volume statistic can be displayed including calls that never went all the way through Auto Attendant.
2

Call Answered (CH)

We can have the total number of calls answered per queue displayed for call queue statistics.
3

Calls Offered (CO)

We can have the total number of calls queued displayed for the call queue statistics.
4

Adjusted Calls Offered (ACO)

We can also have the adjusted number of calls that arrived in the queue displayed for the call queue statistics. However, this setting does not include calls cancelled in less than 10 seconds. The calculation for the Offered Adjusted Calls metric is as follows: (Offered Calls) minus ((Abandoned Calls) minus (Adjusted Abandoned Calls))
5

Voicemail (VM)

We can have the call queues displayed for statistics for the total number of calls that have been answered by the voice mail system, which is automatic. So it is the percentage of calls that were handled without agent involvement.
6

Average Hold Time (AH)

We can have the call queue statistics for the average time a customer was on hold. However, this statistic does not include queuing time.
7

Forward (FWD)

We can have the call queue statistics for the total number of calls that were forwarded for processing to another call queue. We can also display the total number of calls forwarded to an offnet phone number within this Forward statistic.
8

Average talk time (ATT)

We can have the call queue statistics displayed for the average time an agent spent talking to customers. However, this statistic does not include hold time. This is one of the statistics that can help us monitor the efficiency of the agents in question who are making calls.
9

Service Level (SL)

We can have this displayed for the Call Queue statistics for the Percentage of calls answered from the queue within one minute. Additional time windows are available within this call queue statistic.
10

Dialing Transfer Percentage (DT)

We can have this call queue statistics display for the percentage of calls that were queued and therefore calls that were ultimately transferred to the agent and the call went through.
11

Abandoned Calls (AC)

We can have you display for call queue statistics for the number of calls that hung up in the queue, that is, those calls that did not manage to be transferred to an agent and the caller ended the call prematurely before being connected.
12

Abandonment Rate (AR)

We can have the abandonment rate, which is the ratio of abandoned calls to offered calls, displayed for call queue statistics
13

Adjusted abandoned calls (AAC)

We can have the call queue statistics display for the adjusted number of calls that have left the queue. This call queue statistic does not include calls abandoned in less than 10 seconds.
14

Adjusted abandonment rate (AAR)

We can have this displayed for call queue statistics as the adjusted abandonment rate, which is obtained as the ratio of adjusted abandoned calls to adjusted calls offered
15

Average Handling Time (AHT)

We can have it displayed for call queue statistics for the average processing time, which is the average of the time we get as the sum of the call plus the hold time plus the disposition time
16

Average Answer Speed (AAS)

We can have this displayed for call queue statistics as the average queue time for calls that were ultimately dispatched to the agent.
Checkbox statistics

Agent Statistics

 

Another of the possible statistics for the call center from Vulcan Telecom is the agent statistics page. This stats page will display various aspects of agents over time and will compare them to other agents.

Within this agent statistics page, you can click on the boxes in the 1st column for their statistics. These stats can then be displayed individually in a graph. The stats are color scaled and clear. It is also possible to click on the column headers to enable or disable all checkboxes.

Agent Availability

 

Vulcan Telecom's call center portal can create a graphical report on the availability of individual agents. These availability statistics can be generated in a domain or in a department within a domain. To view agent availability statistics, you can filter from multiple options that can be selected by checking. These include values for lunch breaks, other breaks, or time allotted for meetings.

Stats Available by Agent

1

Logged in (LI)

This is a statistic that lists the number of hours the agent has been logged in during a given time period.
2

Available (AM)

This is a statistic that lists the total number of minutes spent in the Available state.
3

Unavailable (UM)

This is a statistic that lists the total number of minutes spent in the Unavailable state.
4

Lunch (L)

This is a statistic that lists the total number of minutes spent in the Lunch state.
5

Break (B)

This is a statistic that lists the total number of minutes spent in the Break state.
6

Meeting (M)

This is a statistic that lists the total number of minutes spent in the Meeting state.
7

Other (O)

This is a statistic that lists the total number of minutes spent in the Other state.
8

Web (W)

This is a statistic that lists the total number of minutes spent in the Web state.
Stats Available by Agent

Dialed Number Statistics (DNIS)

 

Vulcan Telecom's call centre monitoring system can also generate graphs based on DNIS. DNIS is an abbreviation for Dialed Number Identification Services. It is a telephone service that identifies for the recipient of the call the number that the caller dialed. Due to the fact that it is a common feature of 800 and 900 lines. Without DNIS, if you have multiple 800 or 900 numbers to the same destination, there would be no differentiation as to which number was called. So with DNIS you can distinguish which number was called.

Within this dialed number Statistics page, you can click on the boxes in the 1st column for their statistics. These stats can then be displayed individually in a graph. The stats are color scaled and clear. It is also possible to click on the column headers to enable or disable all checkboxes.

Stats Available by DNIS (dialed number)

1

Call volume (VOL)

Within the DNIS statistics for Call Volume, you can get an overview of the total number of calls in queue. You can even get this statistic including calls that never made it all the way through Auto Attendant.
2

Calls Handled (CH)

Within the DNIS statistics for Calls Answered, you can get an overview of the total number of calls received per queue.
3

Calls Offered (CO)

Within the DNIS statistics for Offered Calls, you can get an overview of the total number of calls queued.
4

Adjusted Calls Offered (ACO)

Within the DNIS statistics for Offered Adjusted Calls, you can get an overview of the adjusted number of calls that arrived in the queue. This DNIS statistic does not include calls cancelled in less than 10 seconds. This statistic is implemented as the difference of (Offered Calls) minus ((Abandoned Calls) minus (Adjusted Abandoned Calls))
5

Voicemail (VM)

Within the DNIS statistics for voicemail, you can get an overview of the total number of calls handled by the automated voicemail system. So it is the percentage of calls that were handled without agent involvement.
6

Forward (FWD)

Within the DNIS statistics for Forward you can get an overview of calls that were forwarded for processing to another call queue. We can also display the total number of calls forwarded to an offnet phone number within this Forward statistic.
7

Average talk time (ATT)

Within the DNIS statistics for Average Call Time, you can get an overview of the Average Time an agent spent talking to customers. However, this statistic does not include hold time. This is one of the statistics that can help us monitor the efficiency of the agents in question who are making calls.
8

Average hold time (AH)

Within the DNIS statistic for Average Hold Time, you can get an overview of the Average time a customer has been on hold. However, this statistic does not include queuing time.
9

Service Level (SL)

Within the DNIS statistics for Service Level, you can get an overview of calls answered from the queue within one minute. Additional time windows are available within this call queue statistic.
10

Dialing Transfer Percentage (DT)

Within the DNIS statistics for Percentage Dial Transfers you get an overview of calls that were queued and therefore calls that were ultimately transferred to the agent and the call went through.
11

Abandoned Calls (AC)

Within the DNIS statistics for Abandoned Calls you can get an overview for the number of calls that hung up in the queue, that is, those calls that did not manage to be transferred to an agent and the caller ended the call prematurely before being connected.
12

Adjusted abandoned calls (AAC)

Within the DNIS statistics for Adjusted Abandoned Calls you can get an overview of calls that have left the queue. This call queue statistic does not include calls abandoned in less than 10 seconds.
13

Abandonment Rate (AR)

Within the DNIS statistics we can see the Abandonment Rate which is the ratio of abandoned calls to offered calls, displayed for call queue statistics
14

Adjusted abandonment rate (AAR)

Within the DNIS statistics for Adjusted abandonment rate you can get the statistic which is obtained as the ratio of adjusted abandoned calls to adjusted calls offered
15

Average Handling Time (AHT)

Within the DNIS statistics we can get information about the average processing time, which is the average of the time we get as the sum of the call plus the hold time plus the disposition time
16

Average Answer Speed (AAS)

Within the DNIS statistics we can get information about the average processing time statistics, as the average queue time for calls that were ultimately dispatched to the agent.
Stats Available by DNIS

Abandoned Calls

 

Vulcan Telecom's Call Center can generate graphs for abandoned calls broken down by queue. These graphs are displayed with the time on the x-axis and also with the number of dropped calls on the y-axis. Subsequently, all abandoned calls in the call queue are displayed below the graph. These individual abandoned calls are displayed including some statistics.

Configuring Call Center Report Emails

 

In a call center, reports can be used to track the performance and efficiency of the center, as well as the productivity and performance of individual agents. These reports can be generated and distributed in a variety of ways, including by email. Email Reports can be set up from a Call Center Supervisor login.

Call Center Report Emails Configuration

1
Navigate to the call center screen after you log in to the call center administrator portal.
2
Select the Email Reports in the new Reports sub-menu.
3
There are four types of reports that we can have the system generate: these are individual reports such as Call Queue, Agent or Called Number. The fourth type is the Summary report, which contains the most important data from the previous three reports. Any of these reports, or possibly all available reports, can be selected for the email report.
4
Email report messages can be sent at different frequencies. We can set these sending frequencies according to our preferences including monthly, weekly and daily.
5
The supervisor will be prompted to enter the appropriate time and date settings depending on the time period selected. • For example, if a daily message has been set, the system will require the supervisor to set the time that this message will be sent. • In the case of a weekly report, the system will require the supervisor to set not only the time, but also the specific day of the week (at the Monday through Sunday level) when this report message will be sent. • To set up a monthly report, the day of the month will also be required (here at the level of 1 to 31) and the system will thus send the previous month's data on that day (for example, always on the first of the month).
6
After following the on-screen instructions to configure the basic options continue by selecting Next.
7
The advanced options allow you to customize the message content for different statistics. These lists of statistics will vary depending on the types of reports requested on the Basic tab.
8
Up to four additional email addresses can be added to receive a given report.
9
Raw data can also be sent as a CSV file. If this is what the supervisor requires, i.e. raw data including all available statistics, they can tick the option to attach a CSV file with this raw data to the email.
10
The email reports will then be scheduled once the configuration is complete and click Save.
Call Center Report Emails Configuration
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