Real Call Center Reports, Built In
Running a call center means answering the same questions every week. How many calls did we handle? What was our service level? Where are we losing people? Enhanced Reports puts those answers on the Call Center page, in a tab that loads each report on demand.
You’ll find a new Enhanced Reports tab on the Call Center Reports page. Each report is a card you open when you need it.
Queue Performance
The report managers ask for most. For any queue and any date range, you get offered, answered, abandoned, voicemail, and callback counts, immediate and service-level percentages, and longest wait, with the numbers calculated the way your service-level agreements are actually measured. It’s built directly on your call detail records, so the totals reconcile with what you’d count by hand.
Live Answer
A backend view of live-answer performance across any range, so you can see how quickly real people are picking up, not just the summary the dashboard shows.
Sentiment reports
Because your calls are already scored, you can see sentiment two ways: by user, to spot who might need support or coaching, and by time of day, to see when your callers are having the roughest experience.
Where it helps
- Prove your service levels. Pull the exact Queue Performance numbers for a client or a monthly review.
- Staff to the demand. Use time-of-day sentiment and answer data to schedule around your busiest, hardest hours.
- Coach with evidence. Sentiment by user turns a hunch into a specific, fair conversation.
Enhanced Reports is on your Call Center Reports page today. Want a walkthrough for your team? Call or text us at 602·445·7777.