Introduction

VIP Call Center gives you the ability to gather data on queues and agents in your Crexendo VIP environment. In addition to the default Call Center Dashboard, supervisors can:

• Create customized dashboards with "gauges" that monitor the health of your queues and agents.  These gauges come in many shapes and sizes and can be customized with color and alerts thresholds.
• Generate reports on the fly or set them to run at certain times.  These reports can be displayed, printed, and exported to CSV format for further processing in other applications.

This guide contains the steps to access VIP Call Center Reports and a brief overview of the reporting options.

For a video demonstration:

To access the VIP Reporting options, login to the VIP Portal and select “Call Center.” Select “Reports” which will open the options for what kind of reports you would like to run.

Call Center Reports Builder:

To Create your customized and on demand reports:

1. Select which report you would like to run from the tabs above: Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, and Abandoned Calls. Each tab creates a different table below with several options already pre-populated.
2. To change the information included in the tables, select “Table Settings” on the right side of the screen. From here, you can customize your reports to only include the information that is important to you and your business.

Queue Stats Table Settings: The following information can be displayed in your report

• Call Volume (VOL): the number of calls originating through a queue including answered calls, abandoned calls, forwards, and voicemail.
• Calls Handled (CH): number of calls answered by an agent originating through a call queue.
• Calls Offered (CO): Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls and excludes forwards and voicemail.
• Adjusted Calls Offered (ACO): adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds.
• Voicemail (VM): number of calls handled by the automated voicemail system.
• Forward (FWD): number of calls to another queue or offnet phone number for handling. Includes forwarded calls to voicemail.
• Average Talk Time (ACW): average number of minutes spent by agent talking per answered call on calls originating through a Call Queue.
• Calls Assisted (AST): number of calls answered and passed onto a different agent for further handling.
• Average ACW Time (ACW): average time an agent spends between the end of a call and submitting a call disposition.
• Callbacks (CB): number of calls where the caller requested a callback instead of waiting in the queue.
• Average Hold Time (AH): average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.
• Service Level (SL): the ratio of calls meeting the configurable service level agreement.
• Percent Dial Transfers (DT): Percentage of calls that landed in the queue and were offered to an agent.
• Abandoned Calls (AC): number of calls that abandoned the queue before being offered to an agent.
• Adjusted Abandoned Calls (AAC): adjusted number of calls that abandoned the queue. Excludes calls abandoned in less than 10 seconds.
• Abandon Rate (AR): Percentage of calls offered that were abandoned. 
• Adjusted Abandon Rate (AAR): Percentage of calls offered that were abandoned in under 10 seconds.
• Average Handle Time (AHT): Average time an agent spent on a call. Includes Talk Time, Hold Time, and Disposition Time.
• Average Wait Time (AWT): average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, total for all queues will be displayed.
• SMS Volume (SMS_VOL): number of SMS messages originating through a Call Queue.
• SMS Average Handle Time (SMS_AHT): average time an agent spent handling an SMS session.

Agent Stats Table Settings: The following information can be displayed in your report

• Calls Handled (CH): number of calls answered by agent originating through a call queue.
• Time Talking (TT): number of minutes spent by agent on answered calls originating through a call queue.
• Average Talk Time ATT): average number of minutes spent by agent talking per answered call on calls originating through a call queue.
• Calls Assisted (AST): number of calls answered and passed onto a different agent for further handling.
• Average ACW Time (ACW): average time an agent spends between the end of a call and submitting a call disposition.
• Average Hold Time (AH): average time a caller spends on hold with an agent. Excludes waiting time in the call queue.
• Average Handling Time (AHT): average time an agent spent on a call. Includes Talk Time, Hold Time, and Disposition Time.
• Outbound Calls Today (OATT): number of outbound call attempts by agent. Excludes on-net calls and conference calls.
• Outbound Calls Answered Today (OANS): number of outbound calls by agent answered by remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls.
• Outbound Talk Time (OM): number of minutes spent by agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls.
• Outbound Average Talk (OAvg): average length of time spent by agent on outbound calls. Excludes call center calls, on-net calls, and conference calls.
• Inbound Calls Today (IA): number of attempted calls inbound to agent. Includes call center calls. Excludes on-net calls and conference calls.
• Inbound Calls Answered Today (IANS): number of inbound answered calls to an agent. Includes call center calls. Excludes on-net calls and conference calls.
• Inbound Talk Time (IM): number of minutes spent by an agent on inbound calls. Includes call center calls. Includes talk and hold time. Excludes on-net calls and conference calls.
• Inbound Average Talk (IAVG): average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls and conference calls.

To Export and Automate your Custom Reports:

1. Select the “Email Reports” button on the top right side of the screen. 
2. In the options, select the “Type” and “Frequency” of the reports you want to run. Customize the day of the week and time of day for your reports to be run. Once selected, the “Advanced” tab will appear. 
3. In the “Advanced” tab, select the statistics you would like to include in the report. To select multiple statistics, hold Ctrl (Windows) or     (Mac) or Shift. 
4. If you would like the reports to be sent to multiple people, add the email address below the statistics. 
5. Select “Save” to generate the automated report.

NOTE: The Call Queue reporting only reports on call center activity and NOT user activity. Example: If a user makes an outbound call that is not through the call center, it will not be reported in Call Center Reports. You would need to use Call History Reporting to include that call.