We’re excited to introduce the Call Volume Report, our latest addition to MightyCall’s Advanced Reports suite. Designed to give businesses an in-depth look at call activity across various timeframes and agents, this report makes it easy for teams to make informed, data-driven decisions.
Call Volume Report: clear, organized view of call activity
The Call Volume Report provides insights into your call center’s efficiency and agent performance by consolidating call data over selected time periods. This tool allows managers to track both answered and missed calls, helping identify patterns in call handling and response times.
The main metrics of the Call Volume Report:
- Inbound Calls: Total number of incoming calls, including those answered, missed, abandoned, or sent to voicemail.
- Inbound Connected: Number and percentage of answered inbound calls out of total incoming calls.
- Inbound Missed: Total number of unanswered inbound calls, along with the percentage of missed calls.
- Outbound Calls: Total number of outgoing calls, including both regular and campaign-related calls.
- Outbound Connected: Number and percentage of answered outbound calls out of total outgoing calls.
- Outbound Missed: Total number of unanswered outbound calls and the percentage of missed calls.
- Average wait time: Average time that contact waited for the agent’s answer
- Average talk time: Average conversation time, excluding time spent on hold
- Average Handle Time: Average time an agent takes to handle calls, calculated using talk, hold, and wrap-up times.
- Talk Time: Total conversation duration, excluding hold time.
- Service Level: Percentage of calls answered within a specified time, highlighting responsiveness.
Key Features of the Call Volume Report:
- Multiple Breakdown Options: Segment data by hour, day, or even quarter, and drill down further by agent or campaign, offering flexibility in analyzing performance metrics at any level.
- Dynamic Metrics: Monitor changes over time with dynamic metrics such as Inbound and Outbound Dynamics, which highlight differences in call volumes between timeframes, making it easier to spot improvements or areas needing attention.
- Filters: Narrow down your data with filters for call direction, outcome, employee, and workgroup, ensuring you’re viewing only the most relevant information for your analysis.
- Real-Time Updates: Track your call center’s activity in real time, enabling managers to respond promptly to shifts in call volume and maintain service quality.
“Nowadays, it is crucial to analyze how your call center operates. Spend your time not just putting out fires, but uncovering the logic behind what is happening and understanding how your agents perform across different timeframes. A Call volume report will be your best assistant in this.”
With MightyCall’s Call Volume Report, you now have a complete breakdown of call data that is easy to filter and analyze, and is designed to support managers in making actionable, data-driven decisions.
