Cloud Contact Center Reporting
To cater to the reporting needs of a cloud contact center, we provide the following two standard reports,
- Answered Calls Detail
- Agent Performance Report
Answered Call Report
This report consists of detailed stats on the calls answered by the agent. Each row of the report provides the customer number, the amount of time the customer waited in the queue, the extension of the agent, and the final outcome of the call.
| Fields | Description |
| Call Start Time | The start timestamp of the call in yyyy-mm-dd hh:mm:ss format |
| Caller ID | ANI of the customer |
| Agent Extension | Extension of the agent who answered the call |
| Queue Duration | Duration of the call while waiting in the queue in hh:mm:ss format |
| Duration | Total call duration in hh:mm:ss format |
| Call End Time | The end timestamp of the call in yyyy-mm-dd hh:mm:ss format |
| Call Outcome | The final outcome of the call such as normal clearing, system shutdown etc |
Agent Performance Report
This report comprises of hourly consolidated stats for the calls answered by the agent per day. Each row of the report provides hourly consolidation of calls answered, ASA, Avg Handle Time, and Total Handle Time per agent.
Fields | Description |
Date | Stats for the selected date |
Interval | Hourly interval in mm:ss format |
Agent Extension | Extension of the agent who answered the call |
Calls Answered | Total number of calls answered by the agent |
Handle Time | Total Handle time of the answered calls in hh:mm:ss format |
Avg Speed of Answer (ASA) | ASA = Total Queue Duration / Calls Answered in hh:mm:ss format |
Avg Handle Time | AHT = Total Handled Time / Calls Answered in hh:mm:ss format |