Cloud Phone Systems
Call Center Statistics and Reports
The call center portal of Vulcan Telecom's hosted phone system turns your call queues into numbers supervisors can act on – live statistics with color thresholds, reports by queue, agent and dialed number, abandoned calls, and scheduled email reports.
Live numbers on the supervisor's home page
When a supervisor logs in, the home page shows the queues they manage and a statistics grid: calls waiting, average waiting time, average handling time, abandonment rate, calls answered and call volume. Each statistic has a lower and an upper threshold – values turn yellow, then red, when they need attention, and a service-level target (for example, answered within 30 seconds) drives the service-level percentage.
Reports for any period
Reports show statistics for a chosen time period in tables and graphs:
- Queue statistics – volume, calls offered and answered, voicemails, forwards, average hold and talk time, service level, transfers, abandoned calls and abandonment rate (also adjusted for very short calls), average handling time and average speed of answer.
- Agent statistics – calls handled and times per agent.
- Agent availability – time logged in, available and unavailable, with reasons such as lunch, break, meeting or other.
- Dialed number (DNIS) statistics – the same figures per phone number called, useful when different numbers belong to different campaigns or departments.
- Abandoned calls – a graph over time and a list of every abandoned call, so you can call those people back.
Reports in your inbox
Supervisors can schedule email reports daily, weekly or monthly: queue, agent and dialed-number reports, or a summary of all three. Each report can go to up to four additional email addresses and can include the raw data as a CSV file for your own spreadsheets.
What to measure depends on your business. A medical office cares most about wait time and abandoned calls at 8 a.m.; a sales team about missed calls and talk time. We help you pick the statistics and thresholds that matter and set up the reports.
Monitoring & Reports
Reporting
Live statistics grid
Color thresholds on the supervisor home page.
Queue & agent reports
Volume, wait, talk, handling and service level.
Agent availability
Logged in, available, lunch, break, meeting.
Dialed number stats
Figures per number or campaign.
Abandoned calls
Every caller who hung up, ready for a callback.
Email reports with CSV
Daily, weekly or monthly to up to four extra addresses.
“My company has worked with Vulcan Telecom for years. Keith and Joseph and everyone at Vulcan have always been prompt to respond to all of our questions and crazy situations.”
“I’ve used Vulcan Telecom for a large medical office telecom project. Large or small they are down to earth and easy to talk to. Keep everything in real terms. I’ve moved 300 miles away but Ive still consulted with Vulcan about issues I couldn’t get resolved by local vendors. Great service”
“Stared using Vulcan telecommunication. I was tired of the big box names making false promises. Vulcan has been so easy to deal with always love Working with a business that enjoys working with other businesses. I would highly recommend contacting them for all your telecommunication needs.”
“Superb customer service! Keith returns phone calls promptly and answered all of my questions about converting to the new system. I was very pleased with the pricing and the ease of transition!”
“From the moment I reached out, their customer service was top-notch—friendly, knowledgeable, and genuinely helpful. The service exceeded my expectations and is highly recommendable. If anyone is looking for quality, reliability, and great customer care, they truly go above and beyond!”
“We have used Vulcan for years for our dermatology practice. They are excellent. Always respond asap . Very easy to work with and great customer service !!”
FAQ
Monitoring & Reports questions
Can managers get reports without logging in?
Yes. Scheduled email reports arrive daily, weekly or monthly, with CSV data if needed.
Can we see who hung up while waiting?
Yes. The abandoned calls report lists each one so your team can call back.
Which plan includes reporting?
Call queues, scheduled reporting and call log reports are part of Premium ($29.99 per user / month).
Free quote
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