Every call centre system produces reports. The problem is rarely a lack of data. It is knowing which call centre reports to read, how often, and what to do with them. This guide sorts the essential reports into daily, weekly and monthly checks, explains what each one tells you, and maps them to the reports in Voxdial Contact Center.
Live view: what to watch during the shift
Before any report, there is the live picture. A supervisor needs to know, right now:
- How many callers are waiting, and how long the longest has waited.
- How many agents are available, on calls, ringing, paused or on break.
- Today’s answered and abandoned calls, and the service level.
In Voxdial, the Call Center Dashboard shows today’s inbound and outbound calls, key figures and every agent’s current status. The Wallboard puts calls in queue, longest wait, agent counts and gauges for service level, abandon rate and more on a large screen for the whole floor. The colour thresholds come from Call Center Settings, where you set your own targets, such as the service level threshold in seconds and the abandon rate you accept. Read more in our guide to call centre KPIs and wallboards.
Daily call centre reports
Daily reports are about fixing today’s problems and not letting customers fall through the cracks.
Missed and abandoned calls
This is the most important daily check. A caller who hung up is a customer you may lose.
- Missed Calls History groups unanswered callers so each number appears once, with how many times they tried, the last agent and group, and the outcome.
- Undialed Missed Calls is the callback worklist: callers who were missed and have not been called back yet, with how many times they called in and how many times they were called out.
- Abandoned Report lists calls where the caller hung up before reaching an agent, with how long they waited.
Make it a rule that the undialed list is cleared every day. Voxdial agents can also have auto callback turned on, so an idle agent’s panel dials un-returned missed calls during the hours you set. Our post on missed call management covers the full routine.
Inbound and outbound call logs
Inbound Reports list every incoming call with the caller, the agent and group who took it, wait time, disposition and talk time. Outbound Reports do the same for outgoing calls. Both let you play recordings and download the results. Use them to look up a complaint, check a disputed call, or review a sample of calls for quality.
Weekly call centre reports
Weekly reports show patterns: which agents, queues and menus need attention.
Agent performance report
The Agent Performance report shows, per agent, time spent idle, paused, dialling, on break, ringing, on incoming and outgoing calls and in closure (wrap-up), with call counts, login duration and utilisation. Use it to spot:
- Agents with high closure time per call, who may need help with forms or notes. See after call work.
- Long ringing time, which can mean agents are slow to pick up.
- Unusually high pause or break time.
For a closer look at one agent’s day, the Detailed Report shows a timeline of each status period, when it started and how long it lasted.
Abandoned call reports by queue, agent and IVR
Voxdial splits abandonment three ways, which helps you find the cause:
| Report | What it tells you | Typical action |
|---|---|---|
| Queue Abandoned Report | Which queues lose the most callers | Add staff at peak hours, shorten queue time, offer a callback |
| Agent Abandoned Report | Which agents callers were waiting for when they hung up | Check skills, priority and availability of those agents |
| IVR Abandoned Report | Callers who gave up inside the IVR menu | Shorten or simplify the menu |
If the IVR report is busy, the menu is usually the problem. Our guide to IVR call flow design has tips to fix it.
Dispositions and campaign reports
Dispositions are the outcome codes agents pick at the end of each call, such as “Resolved” or “Call Back”. Filter inbound and outbound reports by disposition to see why people call and how calls end. For outbound or lead work, Campaign Reports list each call by agent, number, campaign, date, disposition and call type, with recordings and a CSV download.
Monthly call centre reports
Monthly reports are for managers and owners, and for planning.
- Call Statistics: a day-by-day table of inbound and outbound calls and how they ended (answered, busy, no answer, failed), with headline figures and charts. Use it to see traffic trends and plan staffing.
- Agent performance over the month: compare agents fairly over a longer period, not one bad day.
- Abandonment trend: is the abandon rate improving after the changes you made?
- Top call reasons: from dispositions, so product and operations teams can fix the causes of repeat calls.
- Quality and satisfaction: combine your call review scores and post call survey results. See CSAT and NPS surveys.
Audit and admin reports
Two more reports matter for control rather than performance. The User Activity log records what administrators do in the panel, such as sign-ins, additions, edits and deletions, with time, user and network address. That helps when you need to find out who changed a setting. And if your contact centre runs on the same Voxdial IP PBX as your office phones, the PBX call reports give a full call log for every extension, including internal calls.
Tips for useful reporting
- Pick five numbers, not fifty. For most teams: service level, abandon rate, missed calls not returned, average handle time and quality score.
- Same filters every time. Compare the same queues and hours week to week.
- Export and share. Most Voxdial reports download to a spreadsheet, so you can send a weekly summary to management.
- Act on each report. If nobody changes anything after reading a report, stop running it.
Want to see these reports on your own call data? Book a demo with BitVoice.
FAQs
What reports should a call centre manager check daily?
Missed calls, the callback worklist of callers not yet called back, abandoned calls and the live dashboard or wallboard. These show which customers need a call back today.
What is an agent performance report?
It shows how each agent spent their logged-in time, such as idle, on calls, on break and in wrap-up, along with the number of calls handled and utilisation.
What is the difference between queue abandoned and IVR abandoned calls?
Queue abandoned callers hung up while waiting for an agent. IVR abandoned callers hung up inside the voice menu before they reached a queue.
Can call centre reports be exported?
Yes. Voxdial reports such as agent performance, inbound, outbound, abandoned and campaign reports can be downloaded as spreadsheets.
