The Call Center module contains a set of reports that can help us check the status of our call center from a general point of view. It is very important to constantly review them to take the best advantage of our resources. These reports can be exported to a CSV file format to manipulate the information in case necessary.
The list of reports is as follows:
Call details
Calls per hour
Calls per agent
Hold time
Login logout
Ingoing call success
Graphic calls per hour
Agent information
Agent monitoring
Trunks used per hour
Agent connection time
Incoming call monitoring
We need to simply go to the CDR menu in order to get the information we need. The following images show some examples of call reports:
The following report shows the activity of each agent. We can check the amount of time an agent is logged in to the ACD system, how many incoming and outgoing calls have been attended, the effective talk time, and the service level:
