The data economy – powered by automation, AI, and machine learning (ML) – has translated into enhanced contact center reporting tools, churning out data that operations can access at any time.
Yet, with such an array of data, it is often difficult to translate it into actionable insights that offer opportunities to delight customers and generate better business outcomes.
Hence, prioritizing a few custom contact center reports is often a necessary course of action. Here are seven examples of reports that operations may wish to consider.
- Agent Activity Report
This report informs supervisors of contact center agents’ real-time status, whether they are answering calls, in an idle state, or on break. Most contact centers define specific activity thresholds, flagging overwork or too much idle time. Agent activity reports also provide historical data collected for a single day, week, or month.
This report will include metrics like:
- Incoming call volumes
- The average handling time for calls
- Agent idle time
- Agent Performance Report
While an activity report provides a synopsis of the activities performed by an agent, it typically does not analyze these metrics for deeper insights. In other words, it is difficult to tell if an agent’s performance is “good” or “bad” only by referring to an activity report. Instead, performance reports in a contact center provide more color, highlighting potential achievements and shortcomings.
This report will include metrics like:
- Speed of answer
- Percentage of unanswered calls
- First call resolution
- Service Level Agreement (SLA) Report
A service level agreement or SLA is a target that contact centers set to answer a particular percentage of contacts – on a single channel – in a specified timeframe. SLAs are important for scheduling agents and controlling customer wait times. An SLA report measures current contact center performance against this SLA target alongside other metrics to assess how CX and EX change as service level fluctuates.
This report will include metrics like:
- Contact center service level
- Agent occupancy rate
- Average customer satisfaction score
- Disposition Summary Report
After every call, agents input a call disposition code into the CRM, pinpointing why the customer called. A disposition report groups these codes, allowing contact center leaders to assess their most prominent demand drivers. Some reports also split various CX metrics across each disposition group so that contact centers can prioritize areas of improvement.
This report will include information like:
- The reason why customers call
- Call outcome metrics
- Campaign Success Report
Campaign success reports measure various aspects of any ongoing inbound/outbound campaign. For example, if a marketing manager enlists the outbound team in cold calling a set of leads, then the campaign success report will indicate if the team reached their sales and efficiency targets. Campaign productivity reports may also inform a business about inbound leads generated through digital ads.
This report will include metrics like:
- Click-to-call ad tracking
- Conversion rates
- Unqualified leads
- Call Detail Report (CDR)
Call detail reports or records collect highly granular metrics for every call. Each voice interaction will generate data, which contact centers can retrieve for training or compliance purposes. The aggregate of CDR data also helps spot trends when combined with text analytics and other forms of statistical analysis models.
This report will include information like:
- Call time stamp
- Identification of the customer
- Total call length
- Queue Activity Report
Queue activity reports help managers understand customer behavior when on hold. Long wait time is among the most common issues that plague contact centers, and quick support often provides companies with a competitive edge. Leaders can optimize call routing methods using the queue activity report, adjust the on-hold music, and improve IVR messaging.
This report will include metrics like:
- Average and maximum wait time
- Average queue length across a period
- Call abandonment rate correlated with queue length
These are among the top examples of contact center reports that will guide how businesses leverage the enormous amount of data generated by modern contact center systems.
Most of these reports are available through pre-configured dashboards and standardized templates.
Depending on the call reporting solution, contact centers may customize each report with metrics of their preference and merge them onto a unique dashboard for simpler analysis.
Learn more about many of the metrics included in these call center reports by reading our article: 40 Contact Center KPIs to Start Tracking Now
