{"id":859,"date":"2024-08-15T19:30:48","date_gmt":"2024-08-15T19:30:48","guid":{"rendered":"https:\/\/support.smartcitytelecom.com\/?post_type=ht_kb&#038;p=859"},"modified":"2024-08-16T15:22:11","modified_gmt":"2024-08-16T15:22:11","slug":"generating-call-center-reports","status":"publish","type":"ht_kb","link":"https:\/\/smartcitynetworks.com\/hvsupport\/article\/generating-call-center-reports\/","title":{"rendered":"Call Center Reports"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Call Center reporting helps call center managers have insight into their agents\u2019 performance and shines a light on agent or customer trends that need to be addressed based on the information that the generated reports provide.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Hosted Voice Call Center Reports feature provides useful agent-focused and call-queue focused metrics to gauge and improve agent and call center performance. These reports provide a graphical overview of call center statistics over a given period of time. The reports can cover the entire call center, queues, or individual agents. This granularity enables call center supervisors to better monitor their call center.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This section covers the following topics:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Setting Call Center Report Options<\/li>\n\n\n\n<li>Generating Call Center Reports<\/li>\n\n\n\n<li>Scheduling and Emailing Reports<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Generating Call Center Reports<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This section provides an example of each type of report you can generate in the Call Center Reporting tool. It also describes the individual statistics you can include in the generated reports.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NOTE<\/strong>: The list of statistics will change based on the type of report you selected on the Basic tab<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a><strong>Queue Stats Report<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Queue Stats report allows supervisors to view specific attributes on a queue-by-queue basis based on user-configurable attributes.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"388\" height=\"123\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Volume.png\" alt=\"\" class=\"wp-image-860\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Volume.png 388w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Volume-300x95.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Volume-50x16.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Volume-60x19.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Volume-100x32.png 100w\" sizes=\"auto, (max-width: 388px) 100vw, 388px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The drop-down list shown below allows you to select the information that will show on the report.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"662\" height=\"265\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports.png\" alt=\"\" class=\"wp-image-861\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports.png 662w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-300x120.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-50x20.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-60x24.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-100x40.png 100w\" sizes=\"auto, (max-width: 662px) 100vw, 662px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">To change the available configuration fields, click the <strong>Settings button<\/strong> at the top-right of the dialog box.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A list of check boxes displays. You can click the check box next to each field you want to include in the report graph and uncheck the ones you want to hide.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"663\" height=\"276\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-2.png\" alt=\"\" class=\"wp-image-862\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-2.png 663w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-2-300x125.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-2-50x21.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-2-60x25.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q-reports-2-100x42.png 100w\" sizes=\"auto, (max-width: 663px) 100vw, 663px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NOTE:<\/strong> You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all the check boxes On or Off.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a><strong>Queue Stats Report Parameters<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The following table describes each statistic available on the Queue Stats report:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"912\" height=\"542\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/states-1.png\" alt=\"\" class=\"wp-image-863\" style=\"width:668px;height:auto\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/states-1.png 912w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/states-1-300x178.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/states-1-768x456.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/states-1-50x30.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/states-1-60x36.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/states-1-100x59.png 100w\" sizes=\"auto, (max-width: 912px) 100vw, 912px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"913\" height=\"793\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Stats-2.png\" alt=\"\" class=\"wp-image-864\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Stats-2.png 913w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Stats-2-300x261.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Stats-2-768x667.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Stats-2-50x43.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Stats-2-60x52.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Stats-2-100x87.png 100w\" sizes=\"auto, (max-width: 913px) 100vw, 913px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a><strong>Agent Statistics Report<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Agent Stats report shows various agent statistics over time.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"662\" height=\"479\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Repport-Q.png\" alt=\"\" class=\"wp-image-865\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Repport-Q.png 662w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Repport-Q-300x217.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Repport-Q-50x36.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Repport-Q-60x43.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Repport-Q-100x72.png 100w\" sizes=\"auto, (max-width: 662px) 100vw, 662px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">NOTE: An additional UI configuration is required for Inbound, Outbound, and Missed Calls. Please contact your Hosted Voice administrator for more information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">NOTE: You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all checkboxes On or Off.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a><strong>Agent Stats Report Parameters<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The following table describes each statistic available on the Agent Stats report:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"958\" height=\"282\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-1.png\" alt=\"\" class=\"wp-image-866\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-1.png 958w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-1-300x88.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-1-768x226.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-1-50x15.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-1-60x18.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-1-100x29.png 100w\" sizes=\"auto, (max-width: 958px) 100vw, 958px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"913\" height=\"881\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/2report-parameters-1.png\" alt=\"\" class=\"wp-image-867\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/2report-parameters-1.png 913w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/2report-parameters-1-300x289.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/2report-parameters-1-768x741.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/2report-parameters-1-50x48.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/2report-parameters-1-60x58.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/2report-parameters-1-100x96.png 100w\" sizes=\"auto, (max-width: 913px) 100vw, 913px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"913\" height=\"308\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-3.png\" alt=\"\" class=\"wp-image-868\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-3.png 913w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-3-300x101.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-3-768x259.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-3-50x17.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-3-60x20.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-3-100x34.png 100w\" sizes=\"auto, (max-width: 913px) 100vw, 913px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"912\" height=\"331\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-4.png\" alt=\"\" class=\"wp-image-869\" style=\"width:667px;height:auto\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-4.png 912w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-4-300x109.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-4-768x279.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-4-50x18.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-4-60x22.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-parameters-4-100x36.png 100w\" sizes=\"auto, (max-width: 912px) 100vw, 912px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a><strong>Agent Availability Report<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Agent Availability report shows the availability of agents in the domain or in a department within a domain. You choose the values that are to be graphed from the following options:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"503\" height=\"210\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table.png\" alt=\"\" class=\"wp-image-870\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table.png 503w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-300x125.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-50x21.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-60x25.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-100x42.png 100w\" sizes=\"auto, (max-width: 503px) 100vw, 503px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">When configured, and when agents have been signing in and out, supervisors can see an agent availability display like the following:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"794\" height=\"472\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-2.png\" alt=\"\" class=\"wp-image-871\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-2.png 794w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-2-300x178.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-2-768x457.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-2-50x30.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-2-60x36.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/table-2-100x59.png 100w\" sizes=\"auto, (max-width: 794px) 100vw, 794px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a><strong>Dialed Number Identification Service (DNIS) Statistics<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The DNIS stats report shows information based on the DNIS. DNIS is a telephone service that informs the receiver about a call that the caller dialed. DNIS is a common feature of 800 and 900 services. If you have multiple 800 or 900 numbers to the same destination, the DNIS tells you which number was called.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"794\" height=\"460\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS.png\" alt=\"\" class=\"wp-image-872\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS.png 794w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-300x174.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-768x445.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-50x29.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-60x35.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-100x58.png 100w\" sizes=\"auto, (max-width: 794px) 100vw, 794px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NOTE:<\/strong> You can click the checkboxes in the 1st column for DNIS statistics to graph them individually; as shown in the above screenshot with the different colored rows. Also, clicking on the 1st column header (the bar graph icon) will toggle all the checkboxes On\/Off.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a><strong>DNIS Statistics Report Parameters<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The following table describes each statistic available on the DNIS Stats report:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"912\" height=\"869\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-2.png\" alt=\"\" class=\"wp-image-873\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-2.png 912w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-2-300x286.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-2-768x732.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-2-50x48.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-2-60x57.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-2-100x95.png 100w\" sizes=\"auto, (max-width: 912px) 100vw, 912px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"911\" height=\"232\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-3.png\" alt=\"\" class=\"wp-image-874\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-3.png 911w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-3-300x76.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-3-768x196.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-3-50x13.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-3-60x15.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-3-100x25.png 100w\" sizes=\"auto, (max-width: 911px) 100vw, 911px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"911\" height=\"499\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-4.png\" alt=\"\" class=\"wp-image-875\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-4.png 911w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-4-300x164.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-4-768x421.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-4-50x27.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-4-60x33.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/DNIS-4-100x55.png 100w\" sizes=\"auto, (max-width: 911px) 100vw, 911px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a><strong>Abandoned Calls Report<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Abandoned Calls report shows call center graphs for abandoned calls, organized by individual queues. Time is measured along the x-axis and the number of calls abandoned is measured along the y-axis. All of the abandoned calls for the queue appear below the graph, along with statistics about each individual call.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"727\" height=\"451\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Aban-calls.png\" alt=\"\" class=\"wp-image-876\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Aban-calls.png 727w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Aban-calls-300x186.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Aban-calls-50x31.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Aban-calls-60x37.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Aban-calls-100x62.png 100w\" sizes=\"auto, (max-width: 727px) 100vw, 727px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NOTE:<\/strong> An additional UI configuration is required for Inbound, Outbound, and Missed Calls. Please contact your Hosted Voice administrator for more information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NOTE:<\/strong> You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all checkboxes On or Off.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Setting Call Center Report Options<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Click the <strong>Reports button<\/strong> on the Call Center Supervisor dashboard to display the Call Center Reports dialog box.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"778\" height=\"653\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/CC-reports-5.png\" alt=\"\" class=\"wp-image-1145\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/CC-reports-5.png 778w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/CC-reports-5-300x252.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/CC-reports-5-768x645.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/CC-reports-5-50x42.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/CC-reports-5-60x50.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/CC-reports-5-100x84.png 100w\" sizes=\"auto, (max-width: 778px) 100vw, 778px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The following table describes each setting available on the Call Center Reports dialog box to generate a report:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"912\" height=\"850\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-options1.png\" alt=\"\" class=\"wp-image-1147\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-options1.png 912w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-options1-300x280.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-options1-768x716.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-options1-50x47.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-options1-60x56.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/report-options1-100x93.png 100w\" sizes=\"auto, (max-width: 912px) 100vw, 912px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Call Center reporting helps call center managers have insight into their agents\u2019 performance and shines a light on agent or customer trends that need to be addressed based on the information that the generated reports provide. The Hosted Voice Call Center Reports feature provides useful agent-focused and call-queue focused metrics&#8230;<\/p>\n","protected":false},"author":1,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[25],"ht-kb-tag":[269,272,274,273,151,266,271,270,276,275,391,267],"class_list":["post-859","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-call-center-user-guide","ht_kb_tag-abandoned-calls-report","ht_kb_tag-agent-availability-report","ht_kb_tag-agent-statistics-report","ht_kb_tag-agent-stats-report-parameters","ht_kb_tag-call-center","ht_kb_tag-call-center-reports","ht_kb_tag-dialed-number-identification-service-dnis-statistics","ht_kb_tag-dnis-statistics-report-parameters","ht_kb_tag-queue-stats-report","ht_kb_tag-queue-stats-report-parameters","ht_kb_tag-report-options","ht_kb_tag-reports"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Call Center Reports - Smart City Networks Support<\/title>\n<meta name=\"description\" content=\"Learn how to generate Call Center reports. 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