Contact Center Reports show metrics and statistics of various Contact Center aspects and agents.

Unlike Real-Time Dashboard, which displays data in a more representative way and is more intended to be used by various Contact Center users, Contact Center Reports contain more specific and detailed manager-specific information.

Reports are accessible from HostPilot and for Contact Center managers from Intermedia Unite Desktop Application:

HostPilot: Voice Services > Contact Center > Reports.

Intermedia Unite Desktop App: Contact Center icon > Reports icon > Launch Reports.
Link will be opened in a new window in the default web browser.

Reports in HostPilot have links to the Real-Time Dashboard and settings modifying SLA (Service Level Agreement) in the right upper corner.

Contact Center Reports consist of two sections: Active Report and Historical report.

Active Report

The Active Report section contains current day info on all the Contact Center agents. It includes the following info:

  • Total active calls
  • Calls in queue
  • Agents logged in
  • Agents with customers

Moreover, there are Call Durations diagrams that show the duration of calls in total, by queue time and by talk time.

Active Report is also showing the status of the Contact Center agents in the Agent Status section.

Historical Report

The Historical Report section contains info on the Contact Center performance over an extended period of time.

Customization:

  • Reports are available for all agents and for each agent.
  • They can have the following ranges: Last 3 days, Last week, Last 2 weeks, Last month and Custom.
    Using the Custom range you can choose the data to be displayed by Hour, Day or Month.
    Note: Start and End of the day are available only for Hour range.

Historical Report consists of the following parts:

    • Total Calls
  • Immediately connected
  • Connected after queuing
  • Routed away by pressing a digit
  • Timed out
  • Abandoned
  • Failed due to max callers

These paramters are shown graphically in section Call Statistics.

    • Call Durations

    • Call Statistics

    • Queue Time

    • Talk Time

    • Call Duration

Historical Reports for single agents have the following sections:

  • Total calls - the number of calls received by an agent. It includes rolled and answered calls.

Note: If the call was answered by an agent, then parked and unparked, it will be counted one time for All agents report and one time for each agent reports who talked to him. If one agent parked and unparked the call, it will be counted twice in his report.
That is why the sum of total calls for each agent will not be the same as total calls for all agents report.

  • Rolled calls - calls in the queue which were not answered by an agent.
  • Total time logged in
  • Max Talk Time
  • Avg Talk Time

Al these parameters are also displayed graphically in diagrams:

Note: Detalisation depends on the chosen date range.

    • Talk time - shows Maximum and Average talk time for each time period.

    • Calls - shows the ratio of Total, Rolled and Calls per hour.

    • Total Time logged in

Both reports can be printed and downloaded in CSV format by using icons in the right upper corner.

Points To Consider

  • It is not recommended to use the Find Me Follow Me feature with the phones that are parts of a Contact Center Express group.
  • Immediately connected calls are not taken into account when presenting the Average Queue Time.