After-Hours Incoming Calls
Purpose of the Report
This report is used to list calls made by customers outside of business hours that ended without speaking to an agent. Call center managers can use this report to analyze the volume of missed calls outside of business hours and plan necessary improvement steps.
Generating the Report in the System
Follow the steps in the Reports menu: Queue Reports > After-Hours Incoming.
Select the date range.
Optionally, enter the customer's phone number.
Click the “Get Report” button to retrieve the data and download the report in Excel format.
Available Filters
Filter Name | Description |
Date range | This field determines the time period the report will cover. A maximum of 32 days can be selected. |
Customer phone number | Ensures that calls from a specific customer are shown in the report. |
Example Scenario
A call center manager wants to check if calls received on weekends are reaching service. By analyzing all calls made outside of business hours with this report, the impact of missed calls during non-service times on customers can be evaluated.
Report Columns
Column Name | Description |
Date | The date and time the call occurred |
Phone | The number of the customer making the call |
Customer ID | The customer's ID in the system |
Name Surname | The customer's first and last name |
Line | The line number from which the call was received |
Call Duration and Counts
Purpose of the Report
This report provides a detailed presentation of the numerical distribution and talk times of incoming and outgoing calls. Call center managers can use this report to track performance based on day, hour, agent, campaign, or line:
How many calls were received,
How many were answered or missed,
What the average talk times were,
What the service level rate is,
How automated calls resulted, and many other metrics.
Generating the Report in the System
Select the step from the Reports menu: Queue Reports > Call Duration and Counts.
Determine the date range.
Filtering can be done based on project, queue, agent, agent group, or line.
The report can be selected according to different variants.
Click the “Get Report” button to download the data in Excel format.
Available Filters
Filter Name | Description |
Date range | Determines the time period the report will cover. A maximum of 32 days can be selected. |
Project | Used to view calls related to a specific project. |
Queue | Allows filtering based on the queues to which calls are directed. |
Agent | Calls related to a specific agent can be filtered. |
Agent group | Used to break down the report by agent teams. |
Line | Filtering can be done based on the lines from which calls are received or made. |
Variant Information
This report can be generated according to different dimensions:
Daily
Hourly
Monthly
Queue-based
Campaign-based
Direction-based (incoming, outgoing, automated)
Line-based
Calculation Descriptions
Calculation Field | Description |
Average Talk Time | Calculated by dividing the total talk time by the number of successful calls. |
Average Answer Time | The average time a customer waits in the queue. |
Answer Rate (%) | Number of answered calls / total number of calls x 100 |
Service Level (%) | Number of calls answered within a specific time (e.g., 30 seconds) / number of calls directed to an agent x 100 |
Number of Successful Calls | The number of calls successfully completed in incoming, outgoing, and automated calls. |
Total Talk Time | The total talk time in all successful calls. |
IVR Time | The total time a customer spends in the IVR during automated calls. |
Example Scenario
An operations manager wants to examine the performance of agents and missed calls on an hourly basis. By obtaining this report with an hourly variant, they can analyze which hours are busiest, how many calls each agent received, and their success rates. Additionally, call center KPI tracking can be done based on service level.
Report Columns
Column Name | Description |
Date | The date/time information the report is broken down by |
Number of Incoming Calls | Total number of calls received by the call center |
Number of Answered Calls | Number of calls successfully completed by connecting to an agent |
Number of Missed Calls | Number of calls that ended without being answered |
Ended in IVR | Number of calls ended by the customer in the IVR |
Called Back | Number of missed calls that were called back |
Unique Number Not Called Back | Number of unique customers not called back |
Answer Rate | Percentage of incoming calls that were answered |
Service Level | Rate of calls answered within the SLA time |
Average Talk Time (Incoming) | Average talk time for incoming calls |
Average Answer Time | Average wait time in the queue |
Number of Outgoing Calls | Total number of calls made by the call center |
Successful Outgoing Calls | Number of external calls reached |
Unsuccessful Outgoing Calls | Number of external calls not reached |
Average Talk Time (Outgoing) | Average talk time for outgoing calls |
Number of Automated Calls | Number of automated calls made by the system |
Automated Calls - Reached | Number of automated calls connected to an agent |
Automated Calls - Missed | Number of calls in automated dialing that ended without being answered |
Automated Calls - Unsuccessful | Calls in automated dialing that failed without connection |
Automated Call IVR Time | Total time spent on routing through IVR |
Average IVR Time | Average time spent by the customer in the IVR |
Average Talk Time (Auto.) | Average talk time for automated calls |
Total Successful Calls | Total number of successful calls in incoming, outgoing, and auto. calls |
Total Talk Time | Total talk time in all successful calls |
Average Total Talk Time | Average talk time in all successful calls |
Data Summary – Queue Based
Purpose of the Report
This report is used to analyze the queue-based distribution of active customer records in the call center. The aim is to display how many customers are in each queue, the number of callable customers, records that should not be called again, and the number of customers who have never been called.
Obtaining the Report in the System
Select CRM Reports > Data Summary / Queue from the Reports menu.
Specify the date range.
Select the queue.
Press the “Get Report” button to prepare the report and download it as Excel.
Available Filters
Filter Name | Description |
Date range | Filtering is based on the date of entry into the system. A maximum range of 32 days can be selected. |
Queue | Used to filter customer records assigned to a specific queue. |
Calculation Descriptions
Calculation Area | Description |
Number of Callable Records | Number of customer records with status “C” that are suitable for calling. |
Number of Uncallable Records | Number of records not suitable for calling, with a status other than “C”. |
Never Called Records | Customer records with a total call attempt of 0. |
Total Number of Customers | Total of all active customer records belonging to the selected queue. |
Example Scenario
An operations manager wants to analyze how many customers are in each queue and how many of these customers have not yet been called. With this report, it can be easily determined which queue needs action. For example, if 300 out of 1000 customers in the “Sales” queue have never been called, these records can be quickly included in the calling plan.
Report Columns
Column Name | Description |
Queue | Name of the queue the customer is registered in |
Total Customers | Total number of active customers in the selected queue |
Callable | Number of customers with a suitable status for calling |
Uncallable | Number of customers with an unsuitable status |
Never Called | Number of customers with a total call attempt of 0 |
Agent Login / Logout Tracking
Purpose of the Report
This report is used to list the login and logout times of call center agents in the system. The aim is to track which hours agents joined the system, when they logged out, and to monitor the general work pattern on a daily basis.
Obtaining the Report in the System
From the Reports menu, select Agent Reports > Login / Logout.
Set the date range.
You can filter by agent or agent group.
Click the “Get Report” button to download the report in Excel format.
Available Filters
Filter Name | Description |
Date Range | Select the date range for the login/logout events to be reported. Maximum 32 days. |
Agent | Filter the session history of a specific agent. |
Agent Group | Track agents based on groups. |
Example Scenario
A team leader wants to check if one of the agents logged out early. With this report, they can clearly see the agent's login and logout times throughout the day. Additionally, late logins or early logouts of agents can be monitored daily.
Report Columns
Column Name | Description |
Date | The date and time when the login or logout occurred |
Agent | The username of the agent who logged in or out |
Action | The type of action performed by the agent: Login or Logout |
Agent Activity History
Purpose of the Report
This report is used to track the status changes of call center agents within the system and how long they spend in these statuses. The goal is to view in detail when agents were in which status during their session and how long they spent in these statuses.
Generating the Report in the System
From the Reports menu, select Agent Reports > Activity.
Set the date range.
You can filter by agent or agent group.
Click the “Get Report” button to generate the report and download it in Excel format.
Available Filters
Filter Name | Description |
Date Range | Select the date range for reporting the status transitions of agents within the system. |
Agent | Used to view the activities of a specific agent. |
Agent Group | Filter activities belonging to a specific agent group. |
Example Scenario
An operations manager wants to analyze how long an agent was in "Break", "Meeting", or "Busy" statuses during the day. With this report, the agent's previous statuses, reasons, and durations can be examined to evaluate the agent's workload and system usage.
Report Columns
Column Name | Description |
Agent | The username of the agent who performed the activity |
Date | The date and time when the activity transition occurred |
Action | The new status of the agent within the system |
Previous Status | The status before transitioning to the new one |
Previous Status Reason | The defined reason for the previous status |
Previous Status Duration | The total time the agent spent in the previous status |
Data Summary – By Creation Date
Purpose of the Report
This report is used to analyze the distribution and status information of customer records created in the system by date. The goal is to view how many customer records were created within a specific time frame, how many of these records are callable, and which ones have not been called yet.
Generating the Report in the System
From the Reports menu, select CRM Reports > Data Summary / Load Date.
Set the date range.
Queue and status filters can be optionally selected.
Click the “Get Report” button to generate the report and download it in Excel format.
Available Filters
Filter Name | Description |
Date Range | Filter by the creation date of customer records. A maximum range of 32 days can be selected. |
Queue | Used to filter customer records assigned to a specific queue. |
Status | Filter by whether the records are active or inactive. |
Calculation Descriptions
Calculation Field | Description |
Number of Callable Records | The number of customer records with status “C” that are suitable for calling. |
Number of Non-Callable Records | The number of records not suitable for calling, with a status other than “C”. |
Never Called Records | Customer records with a total call attempt of 0. |
Total Number of Customers | The total of all customer records created within the relevant date. |
Example Scenario
A manager wants to analyze the customer data uploaded to the system daily over the past week. This report allows them to see how many new records were uploaded each day and how many of these have not yet been contacted. This information is used for call planning and operational efficiency.
Report Columns
Column Name | Description |
Creation Date | The date the customer record was added to the system |
Total Customers | The total number of customers created on that day |
Callable | The number of customers with a status that allows them to be called |
Not Callable | The number of customers with a status that does not allow them to be called |
Never Called | The number of customers with zero call attempts |
Data Summary – By Assigned Agent
Purpose of the Report
This report is used to analyze the assignment of customer records to call center agents. The goal is to summarize the number of customers assigned to each agent and their call statuses. Additionally, unassigned records are shown separately as "Unassigned."
Generating the Report in the System
Select CRM Reports > Agent-Based Summary from the Reports menu.
Set the date range.
Select the relevant queue(s).
Click the “Generate Report” button to create and download the report in Excel format.
Available Filters
Filter Name | Description |
Date Range | Filter by the creation date of customer records. A maximum range of 32 days can be selected. |
Queue | Used to filter customer records assigned to a specific queue. |
Calculation Descriptions
Calculation Field | Description |
Number of Callable Records | The number of customer records with a status of “C” that can be called. |
Number of Not Callable Records | The number of customers with a status other than “C” that cannot be called. |
Never Called Records | Customer records with a total call attempt (total_attempts) of zero. |
Total Number of Customers | The total number of customers assigned to the relevant agent. |
Example Scenario
The call center manager wants to check which agent handled how many customers within a specific date range and the call statuses of these customers. This report allows for monitoring workload distribution and identifying records that have never been called for feedback.
Report Columns
Column Name | Description |
Agent Name | The call center agent to whom the records are assigned (Unassigned ones are also specified) |
Total Customers | The total number of customers assigned to the agent |
Callable | The number of customers with a status of “C” |
Not Callable | The number of customers with all other statuses |
Never Called | The number of customers not called (0 attempts) |
Data Summary with Dynamic Breakdown
Purpose of the Report
This report presents the distribution of customers based on dynamic fields in the CRM data. By grouping the customer list according to callability statuses:
The total number of customers,
How many are callable,
How many are not callable,
The number of never called customers (0 attempts)
can be analyzed by breaking down into two different dynamic CRM fields. This provides targeted action opportunities for teams planning marketing, sales, or feedback.
Generating the Report in the System
Go to Reports > CRM > Summary by Dynamic Field screen.
Select the date range (maximum 32 days).
Queue selection can be made.
Determine dynamic field 1 and field 2 (e.g., city and profession as CRM fields).
When you click the “Generate Report” button, the results appear on the screen and can be downloaded as Excel.
Available Filters
Filter Name | Description |
Date Range | Filter by the given field (maximum 32 days). |
Queue | Customer filter can be applied for specific queue(s). |
Dynamic Fields | Breakdown is done according to 2 different fields selected from CRM fields. E.g., City - Profession |
Calculation Descriptions
Calculation Field | Description |
Total Customers | The information on how many customers there are in the selected field combination. |
Callable |
|
Not Callable |
|
0 Attempt Count | The number of customers not yet called (total_attempts = 0). |
Example Scenario
The sales department wants to see how many customers in the "Student" profession group located in the city of "Istanbul" have not been contacted yet.
In this report, the dynamic fields are:
field1 = Cityfield2 = Professionis selected
The report will show in detail how many customers are in this group, how many have not been contacted, and how many are contactable.
Report Columns
Column Name | Description |
Dynamic Field 1 | The first CRM field selected by the user (e.g., City) |
Dynamic Field 2 | The second CRM field selected by the user (e.g., Profession) |
Total Customers | Total number of customers in the specified combination |
Contactable | Number of customers who can be called ( |
Not Contactable | Number of customers who cannot be called ( |
0 Attempt Count | Number of customers in this group who have not been contacted yet |
Survey Results Report?
Purpose of the Report This report lists the results of surveys sent to customers after calls. It is used for tracking customer feedback and evaluating agent performance.
How to Retrieve in the System
Enter the “Reports” tab from the menu.
Select Other > “Survey Results Report”.
Run the report by filtering the date range and customer number.
Available Filters
Filter | Description |
Date Range | Used to determine the date range of the survey. |
Customer Phone Number | Filter by the customer number the call was made to. |
Report Columns
Column | Description |
Call Time | The time the call took place. |
Customer Number | The phone number of the customer called. |
Call Result | The result of the call in the system. |
Queue | The queue the call was directed to. |
Call Direction | Information on whether the call was incoming or outgoing. |
Agent | The name of the agent who conducted the call. |
Extra Fields
Each question in the surveys filled out by the customer after the call is added as a separate column. For example:
Agent Score
Service Quality
Overall Satisfaction These fields are automatically added based on the responses in each report.
Second Line Details Report
Purpose of the Report
This report lists the details of calls made through the second line of the call center. It is used to access details such as the number from which the call was made, call direction, call time, and recording information.
Retrieving the Report in the System
The report can be retrieved by selecting the Second Line Details heading under the “Reports”>Queue menu. Filtering can be done for calls made within a specific date range. Customer data fields can also be optionally included in the report.
Available Filters
Filter Name | Description |
Date Range | Selects the date range the report will cover. |
Customer Phone Number | Filtering can be done with the relevant customer phone number. |
Example Scenario
A call center manager wants to view all calls made through the second line between August 1, 2025, and August 5, 2025. For this purpose, the date range filter is set, and the report is retrieved. If necessary, the number of a specific customer can also be entered to list only the calls related to that number.
Report Columns
Column Name | Description |
Call Start Time | The time the call started. |
Calling Number | The phone number the customer called. |
Local Number | The number called belonging to the switchboard. |
Call Direction | Indicates whether the call was incoming or outgoing. |
Voice Recording Path | The file path of the call recording in the system. |
Call ID | Unique identifier information for each call. |
Missed Calls Report
Purpose of the Report
This report is used to list calls missed by call center agents, i.e., unanswered calls. It tracks whether calls directed to the agent ended as “unanswered” or “rejected”.
Retrieving the Report in the System
The report can be retrieved by selecting the Missed Calls heading under the “Reports”>Agent menu. Calls that reached the agent and were not answered are filtered and listed. Filtering can be done by date range and agent.
Available Filters
Filter Name | Description |
Agent | Used to filter the report for specific agents. |
Agent Group | Allows filtering by selecting specific agent groups. |
Date Range | Selects the date range the report will cover. |
Calculation Descriptions
Calculation Field | Description |
Call Duration | The AlertLength field shows the time elapsed before the agent answers the call. It is converted to the hour:minute:second format. |
Answer Status | If the Event value in the EventLog is or, the call is considered unanswered. |
Example Scenario
A call center manager wants to analyze the number of missed calls by agents over a one-week period. They set the date range from August 1 to August 7. Using the agent filter, they examine the performance of only specific agents. All unanswered calls and their durations are listed.
Report Columns
Column Name | Description |
Call Start Time | The time when the call started. |
Agent | The call center agent assigned to the call. |
Caller Number | The number of the customer as seen in the system. |
Answer Status | Indicates whether the call was unanswered ( |
Queue | The queue to which the call was directed. |
Call Duration | The time elapsed after the call was assigned to the agent but not answered. |
Quality Detail
Purpose of the Report
This report is used to examine the quality assessment results of calls in detail. All information related to quality processes, such as forms, scores, notes, objections, and penalty records where agents are evaluated, can be viewed in this report.
Generating the Report in the System
The Quality Detail report can be created by selecting it from the Reports>Quality menu. Before generating the report, filters such as date range, agent, queue, and quality form can be set. Once the filters are set, the report is run, and the results are listed in a table.
Available Filters
Filter Name | Description |
Evaluation Date | Used to select the date range of the quality evaluation |
Quality Form | Allows filtering according to a specific quality form |
Queue | Used to filter calls that occurred in a specific queue only |
Agent | Used to filter calls belonging to a specific agent |
Agent Group | Used to filter agents by group |
Phone Number | Calls belonging to a specific customer number can be viewed |
Example Scenario
A quality specialist wants to review all evaluations conducted last week. For this purpose, they set the date filter to last week and list calls from all queues to observe the average scores of agents and any objections or penalty records on a single screen.
Report Columns
Column Name | Description |
Start T. | Date and time the call started |
Phone | Customer number used for the call |
Agent | Name of the agent who answered the call |
Direction | Direction of the call (incoming/outgoing) |
Queue | Queue to which the call was directed |
Result Code | Code indicating how the call ended |
Action T. | Time the result code was logged in the system |
Note | Description entered during evaluation |
Call Duration | Duration of the conversation with the agent |
Queue Wait T. | Time the customer waited in the queue |
Hold Time | Total time the customer was on hold during the call |
Terminator | Party that ended the call (customer or agent) |
Line | Switchboard line used |
Line Name | System definition of the line name |
Classification | Information on which category the call belongs to |
Call ID | Unique identifier of the call in the system |
Form Name | Name of the quality form used during evaluation |
Form Note | General note entered in writing on the form |
Evaluator | Quality expert who conducted the evaluation |
Evaluation T. | Date and time the evaluation was conducted |
Objection | Visible here if there is an objection to the call |
Penalty | If a penalty was given to the agent at the end of the call, it is listed here |
Quality Score | Total quality score calculated from the form |
Product Action Details
Purpose of the Report
This report is used to view records made by agents during customer-related product transactions. It provides a detailed history of actions taken by agents on products (e.g., adding, deleting, updating products).
Generating the Report in the System
Select “Product Action Details” from the Reports>CRM menu. Choose a date range and optionally select a queue or agent. Then run the report to view all transaction records in a table format.
Available Filters
Filter Name | Description |
Queue | Shows transactions only in selected queues |
Agent | Shows product actions by specific agents |
Agent Group | Narrows results by filtering agents based on groups |
Example Scenario
A manager wants to check which product transactions agents in a specific queue have performed for which customers. By setting the date range to this week and selecting the relevant queue as a filter, they can observe product movements in detail.
Report Columns
Column Name | Description |
Date | Date the product transaction record was logged in the system |
Customer No | System number of the customer involved in the transaction |
Product No | System number of the product involved in the transaction |
Queue | Queue information to which the transaction belongs |
Agent | Username of the agent who performed the product transaction |
Result Code | Type of transaction (e.g., update, delete, etc.) |
Action T. | Time the transaction was performed |
Note | Description written by the agent regarding the transaction |
Incoming Call Summary
Purpose of the Report
This report is used to analyze the handling status, durations, and success rates of incoming calls to the call center over time intervals. It provides performance metrics such as call handling times, missed calls, queue wait times, and service levels.
Generating the Report in the System
Select the “Incoming Call Summary” report from the Reports>Queue menu. Set filters such as date range, queue, IVR, and generate the report. Detailed analysis can be done by selecting time variants like daily, hourly, monthly, etc.
Available Filters
Filter Name | Description |
Queue | Used to view call performance for specific queues |
IVR | Used to analyze calls directed to a specific IVR |
SL Time | Selects the second limit to be used in service level calculations |
Variant Information
This report can be generated for the following time intervals:
Monthly
Daily
Hourly
Half-hourly
15-minute intervals
By queue
Calculation Descriptions
Calculation Area | Description |
Average Wait Time | The average time calls are on hold |
Answer Rate | The ratio of answered calls to total calls |
Service Level | The ratio of calls answered within a certain number of seconds to total calls |
Average Talk Time | The average talk time of successful calls |
SL30 Answer Rate | The percentage of calls answered within 30 seconds |
Average Queue Time | The average time calls are waiting in the queue |
Average Wait (Outside SL30) | The average wait time for calls that waited over 30 seconds |
Example Scenario
The call center manager wants to review the service level between 9:00 AM and 6:00 PM. By obtaining the report with hourly variations, they can analyze in detail which hours have a drop in the rate of answered calls, during which periods more calls are missed, and the performance of representatives.
Report Columns
Column Name | Description |
Date | The time period the report belongs to |
Number of Representatives | The number of representatives answering calls |
Total Incoming Calls | The total number of incoming calls |
Calls Ended in IVR | The number of calls ended in IVR |
Calls Directed to Representative | The number of calls directed to a representative |
Answered Calls | The number of calls answered by a representative |
Average Queue Wait Time | The average queue wait time for all calls |
Answered within First 30s | The number of calls answered within 30 seconds |
First 30s Answer Rate | The percentage of calls answered within 30 seconds |
Answered between 30-120s | The number of calls answered between 30 and 120 seconds |
Answered after 120s | The number of calls answered after 120 seconds |
Missed Calls | The number of unanswered or abandoned calls |
Missed within First 10s | The number of calls missed within the first 10 seconds |
Missed within First 30s | The number of calls missed within the first 30 seconds |
Missed between 30-59s | The number of calls missed between 30-59 seconds |
Missed between 60-119s | The number of calls missed between 60-119 seconds |
Missed between 120-179s | The number of calls missed between 120-179 seconds |
Missed after 180s | The number of calls missed after 180 seconds |
Average Wait (Outside SL30) | The average wait time for calls outside SL |
Average Wait (Outside SL120) | The average wait time for calls answered after 120 seconds |
Average Talk Time for Incoming | The average talk time (only for successful calls) |
Answer Rate | The ratio of answered calls to calls directed to representatives (%) |
Service Level | The percentage of calls answered within the SL time to all calls (%) |
Classification Detail
Purpose of the Report
This report is used to analyze the distribution of classifications made on calls based on time, queue, or representative. It is an ideal tool for managers who want to see in detail under which category calls are classified, serving as a performance and process monitoring tool.
Obtaining the Report in the System
Select "Classification Detail" from the Reports>Queue menu. Set the date range and run the report. The report output can be customized by selecting different variants (such as daily, monthly, queue, representative) according to the analysis needs.
Available Filters
There is no special filter area in this report. All classifications are reported directly according to the date range and selected variant in the system.
Variant Information
This report can be obtained according to the following groupings:
Monthly
Daily
Hourly
By Queue
By Representative
Example Scenario
The call center manager wants to analyze which classifications have been made most frequently by representatives in the last month. For this purpose, they can run the report in the "representative" variant to see which classifications each representative uses most frequently and determine training needs.
Report Columns
The report contains a group of columns that vary by variant, but generally includes the following fields:
Column Name | Description |
Date / Time / Month | The time period the report belongs to |
Queue | Queue information the calls belong to (if variant is "queue") |
Representative | The representative who made the classification (if variant is "agent") |
Classification | The type of classification made |
Count | The number of times a specific classification type was used |
Result Code Detail
Purpose of the Report
This report is used to analyze the distribution of "result codes" that indicate how calls are concluded in the system. It allows for detailed tracking of which representative closed calls with what outcomes, in which queue, and during which time period.
Generating the Report in the System
From the Reports>Queue menu, select the "Result Code Detail" report. Set the date range. Choose to analyze by hour, day, month, queue, or representative as a variant. Then run the report to present the results in a table format.
Available Filters
This report does not have a special filter area. All data is automatically grouped according to the date range and selected variant.
Variant Information
This report can be generated according to the following variants:
Monthly
Daily
Hourly
By Queue
By Representative
Example Scenario
A call center manager wants to see how calls ended throughout the day in a specific queue. By selecting the "Daily" and "By Queue" variants, they can analyze the rates of answered, missed, customer-ended, or representative-ended calls in detail.
Report Columns
Although it varies by variant, the following columns are generally included:
Column Name | Description |
Date / Time / Month | The time period the report belongs to |
Queue | Information about the queue the call was directed to |
Representative | Name of the representative who ended the call |
Result Code | System tag indicating how the call ended |
Count | Total number of calls with a specific result code |
Missed Call Detail
Purpose of the Report
This report is used to examine the details of calls that came into the call center but ended without a conversation with a representative (i.e., "missed" calls). It analyzes in which queues customers waited, how long they waited before ending the call, and whether there was a callback for these calls.
Generating the Report in the System
From the Reports>Queue menu, select "Missed Call Detail" and set the date range. Optionally, filter by project, queue, or specific customer numbers. Then run the report to display a detailed record list in table format.
Available Filters
Filter Name | Description |
Project | Used to view missed calls belonging to a specific project |
Queue | Used to list missed calls in a specific queue |
Phone Number | Used to analyze missed calls belonging to a specific customer |
Example Scenario
A call center manager wants to see the list of customers who ended the call without answering in the last 3 days. They run this report filtered for a specific queue and then check which calls were returned.
Report Columns
Column Name | Description |
Start T. | Time the customer initiated the call |
Customer No | Customer number registered in the system |
Name Surname | Customer name registered in the system |
Phone | Number the customer called from |
Queue | Queue the call was directed to |
Queue Wait T. | Time the customer waited before the conversation (sec) |
Was Called Back | Information on whether there was a callback for this call |
Callback T. | Time the conversation started if there was a callback |
Callback Queue | Information on which queue the callback was made through |
SMS History
Purpose of the Report
This report is used to examine all SMS records sent through the system in detail. Information such as the sending date, sender, message content, and sending status allows for tracking both successful and unsuccessful SMS deliveries.
Generating the Report in the System
From the Reports>Other menu, select the "SMS History" report. Set the date range, and optionally filter by project or a specific phone number. Then run the report to present all SMS records in a table format.
Available Filters
Filter Name | Description |
Project | Used to list SMS records belonging to a specific project |
Phone Number | Used to list SMS sent to a specific customer |
Example Scenario
A manager wants to see which SMS messages were sent to a customer in the last 15 days. They filter by phone number and can examine the content, timing, and results of the sent messages in detail.
Report Columns
Column Name | Description |
Start Date | The date and time the SMS was sent |
Phone | The phone number to which the message was sent |
Customer No | The system number of the customer to whom the message was sent |
Full Name | The name of the customer registered in the system |
Sender | The system user or service name that sent the message |
Message | The content of the sent SMS |
Extra Information | Special parameters sent with the message (if any) |
Delivery Result | Information on whether the SMS was sent successfully |
Call Details
Purpose of the Report
This report is used to examine the details of all calls made to or from the call center. It provides access to operational data such as the duration of each call, its direction, agent information, and how the call was concluded. The report allows for a detailed analysis of the movements of calls within the process.
Obtaining the Report in the System
The report can be obtained by selecting the Call Details heading from the “Reports”>Queue menu. After selecting the date range on the entry screen, the calls are listed. You can narrow down the list using various filters such as agent, queue, and direction if you wish.
Available Filters
Filter Name | Description |
Project | Used to list calls belonging to specific projects. |
Queue | Filtering is done according to the queues to which the calls are directed. |
Agent | Used to show calls belonging to specific agents. |
Agent Group | Allows for bulk filtering by grouping agents. |
Caller Number | Calls belonging to specific customer numbers can be filtered. |
Call Direction | Used to separate incoming or outgoing calls. |
Call Result | Filters call results such as answered, rejected, or failed. |
IVR | Filtering is done based on whether the calls passed through the IVR menu. |
Call Termination | Used to select who terminated the call. |
Exclude Non-Queued | Excludes calls that did not fall into a queue from the report. |
Last Record from Each Number | Brings only the last call from the same number. |
Report Columns
Column Name | Description |
Call Start Time | The date and time the call started. |
Call End Time | The date and time the call ended. |
Caller Number | The customer's phone number. |
Agent | The agent who answered or was assigned to the call. |
IVR Menu | The name of the IVR menu to which the customer was directed. |
Call Direction | Information on whether the call was incoming or outgoing. |
Queue | The queue to which the call was directed. |
Call Result | Indicates how the call concluded (e.g., Answered, Rejected). |
Transaction Time | Shows the time of the last transaction related to the call. |
Note | The note added by the agent to the call. |
IVR Wait Time | The time the customer spent in the IVR. |
Connection Time | The duration of the conversation between the customer and the agent. |
Queue Wait Time | The time the customer waited in the queue. |
Hold Time | The time spent on hold during the conversation. |
Post-Call Time | The time spent by the agent on post-call activities. |
Audio Recording | The audio recording file of the call. |
Termination Party | Indicates which party terminated the call. |
Local Number | The local phone number from which the call was made. |
Line Name | The name of the phone line through which the call passed. |
Classification | Information on how the call was classified according to a specific category. |
Campaign | Information on the campaign associated with the call. |
Interaction Code | A unique interaction ID created specifically for the call. |
Conference Status | Information on whether the call was put into a conference. |
Conference Participants | The list of other people included in the conference. |
Transfer Type | The type of transfer of the call (e.g., warm transfer). |
Transfer Target | The target agent or unit to which the call was transferred. |
Agent Performance Analysis
Purpose of the Report
This report is used for a detailed analysis of agents' daily performance. It includes metrics such as call counts per agent, success rates, talk times, system statuses, and efficiency.
Generating the Report in the System
The report can be generated in the system from the "Reports > Agent > Agent Performance Analysis" menu by selecting a date range and filters. It is recommended to select specific agents and queues to generate the report. If the report is too large, the system automatically sends it to the queue structure.
Available Filters
Filter Name | Description |
Agent | Person(s) whose performance will be analyzed |
Agent Group | Filters specific agent groups |
Queue | Queue from which calls are received/made |
Variant Information
The report can be generated with hourly, daily, monthly, and yearly breakdowns. Each variant shows agent-based totals and sub-breakdowns.
Example Scenario
An operations manager wants to analyze how many calls agents answered, the rate of missed calls, and average talk times over a specific weekly period. With this report, performance drops can be identified on a daily or hourly basis, and actions can be taken.
Report Columns
Column Name | Description |
Date | Relevant time breakdown |
Agent | Name of the agent |
Total Incoming | Number of incoming calls |
Answered | Number of successfully answered calls |
Missed | Number of missed calls |
Answer Rate | Percentage of incoming calls answered |
Avg. Incoming Talk Time | Average duration of incoming calls |
Total Incoming Talk Time | Total time spent on all incoming calls |
Successful Outgoing | Number of successfully completed outgoing calls |
Unsuccessful Outgoing | Number of unreachable outgoing calls |
Total Outgoing Calls | Total number of outgoing calls |
Avg. Outgoing Talk Time | Average duration of outgoing calls |
Total Outgoing Talk Time | Total talk time for outgoing calls |
Total Auto Calls | Number of calls made via auto-dial method |
Avg. Auto Call Duration | Average duration of auto-dial calls |
Auto Call Duration | Total talk time for all auto-dial calls |
Total Call Count | Total of incoming, outgoing, and auto calls |
Successful Call Count | Total of all successful calls |
Total Call Duration | Total time spent on all calls |
Average Call Duration | Average duration of all calls |
Login | First login time to the system |
Logout | Logout time from the system |
Total Local Hangup | Number of calls locally hung up by the agent |
Incoming Calls Local Hangup | Incoming calls hung up by the agent |
Outgoing Calls Local Hangup | Outgoing calls hung up by the agent |
Average Ring Time | Average ring time before calls |
Total Call Time | Total active call time |
Total Status Time | Duration of all system statuses |
Total Hold Count | Number of calls put on hold |
Total Hold Time | Total time spent on hold |
Average Handle Time | Total time per answered call (including ACW) |
Logout Count | Daily logout count |
Productivity Time | Active working time |
Productivity | Percentage of activity during working time |
Survey Count | Number of calls surveyed |
Used Break Time | Total of defined break times |
Average Ring Time | Average time before the call reaches the user |
Agent Shift Performance
Purpose of the Report
This report is used to analyze agents' daily shift-based performance. It provides detailed metrics such as shift hours, break usage, call counts, success rates, and efficiency.
Generating the Report in the System
The report can be generated from the "Reports > Agent Shift Performance" menu. By selecting a date range and agents, detailed performance data can be obtained on a daily basis. If the report size is large, the system may automatically direct it to queue processing.
Available Filters
Filter Name | Description |
Agent | Person(s) whose performance will be displayed |
Agent Group | Filters specific agent groups |
Queue | Queue to which calls are directed |
Variant Information
The report only runs on a daily basis. Each day, the in-shift details of agents are analyzed.
Example Scenario
The operations manager wants to examine whether agents have started their shifts on time over a week, used their break times correctly, and the difference between the total hours worked at the end of the day and the planned hours. This report allows for checking both the call performance and shift discipline of agents.
Report Columns
Column Name | Description |
Date | The day to which the report row belongs |
Day | Which day of the week |
Week of the Month | Which week of the month that day falls into |
Month | The month to which the report row belongs |
Agent | Name of the agent |
Shift Start | Scheduled shift start time |
Shift End | Scheduled shift end time |
Shift Duration | Total scheduled shift duration |
Working Time | Total actual working time |
Calculated Working Time | Working time calculated by subtracting breaks from the shift |
Lost Time | Time not realized despite the planned time (late entry, early exit) |
Total Working Time | Total time worked excluding breaks |
Working Time Difference | Difference between planned and actual working time |
Leave | Type of leave (if any) |
Allocated Break Time | Break time defined by the system |
Used Break Time | Total break time used by the agent |
Break Difference | Difference between defined and used break time |
Offline Time | Time spent offline in the system during the shift |
Efficiency | Percentage of active time / available + active time |
Efficiency Time | Total active time |
Login | System login time |
Logout | System logout time |
Total Incoming | Number of incoming calls |
Answered | Number of answered calls |
Missed | Number of missed calls |
Answer Rate | Percentage of answered / incoming calls |
Avg. Incoming Call Duration | Average duration of incoming calls |
Total Incoming Call Duration | Total time spent on incoming calls |
Outgoing Successful | Number of successfully completed outbound calls |
Outgoing Unsuccessful | Number of unreachable outbound calls |
Avg. Outgoing Call Duration | Average duration of outgoing calls |
Total Outgoing Call Duration | Total time spent on outgoing calls |
Auto Dial Total | Number of calls made via auto-dial method |
Auto Dial Avg. Call Duration | Average duration of auto-dial calls |
Auto Dial Call Duration | Time spent on auto-dial calls |
Total Call Count | Total of all incoming, outgoing, and auto-dial calls |
Successful Call Count | Total of all successful calls |
Total Call Duration | Total time spent on all calls |
Average Call Duration | Average duration of all calls |
Total Time on Calls | Total time spent during calls |
Total Hold Time | Total time spent on hold |
Total Hold Count | Number of calls put on hold |
Average Handle Time | Talk time + ACW time |
Average Ring Time | Average ring time |
Logout Count | Number of logouts |
Total Local Disconnect | Number of calls locally terminated |
Incoming Call Local Disconnect | Locally terminated incoming calls |
Outgoing Call Local Disconnect | Locally terminated outgoing calls |
Customer Scanning Analysis
Purpose of the Report
This report is used to measure the effectiveness of customer scanning operations conducted through outbound and dialer calls. Along with metrics such as the number of agents, the number of customers called, the number of customers reached, and average call duration, KPI values like data processing rate and reach rate are also provided.
Obtaining the Report in the System
Reports > Queue > Customer Screening Analysis can be accessed by selecting the desired date range and queue.
Available Filters
Filter Name | Description |
Date Range | The date range for which the report will be generated |
Queue | The queue(s) where the relevant customer data is processed |
Example Scenario
The marketing team retrieves this report for customer screenings conducted between August 1st and 7th. The report shows that data for 500 customers was processed by 3 representatives, calls were made to 420 of them, and contact was established with 280 customers. Thus, the processing rate is displayed as 84%, and the contact rate is 67%. The average call duration is also reported as 00:01:40.
Report Columns
Column Name | Description |
Company | The domain to which the report belongs |
Date | The date to which the data belongs |
Number of Representatives | The number of unique representatives who made calls that day |
Number of Customers | The number of active customer data that can be screened |
Called Customers | The number of customers who were called |
Screening Rate (%) | The ratio of called customers to the total number of customers |
Reached Customers | The number of customers with whom contact was made |
Contact Rate (%) | The ratio of reached customers to those called |
Avg. Call Duration | The average duration of calls with reached customers |