Call Center Reports

What are the call center reports feature?

Call center reports feature is an important tool that collects and records information for detailed analyses of call activities, agent performance, and customer interaction. This, in turn, helps businesses improve their services, optimize their workforce, and increase the quality of client-agent communications.

Nicolas L. Owner and founder Small-Business (50 or fewer emp.)

10/16/2024 "The call forwarding and voicemail features are robust, ensuring I never miss an important call or message. Additionally, the call tracking and analytics tools have provided valuable insights into my communication patterns, helping me optimize my customer interactions" Read full review on G2

Why are these features important

Of course, there is a reason, or rather a few, that make these reports necessary tools in your call center arsenal:

• Monitoring call performances and their efficiency.
• Improving customer satisfaction and response times.
• Tracking your agents’ productivity.
• Ensuring compliance with industry standards.
• Making business decisions based on received data.

Zaher A. Software Engineer Small-Business (50 or fewer emp.)

12/27/2024 "In general, it has a full set of features to control the call center. In our case support line." Read full review on G2

Types of reports at MightyCall

MightyCall offers exactly the reports you need to help your business achieve all your marketing and sales goals. Let’s have a closer look.

• Call Volume Report: Analyzes call frequency and distribution to identify peak periods and optimize resource allocation.
• Team Productivity Report: Assesses agent efficiency, workload distribution, and overall team performance.
• Campaigns Report: Measures the performance of outbound dialing campaigns to assess their effectiveness and optimize strategies.
• Dispositions Report: Categorizes call outcomes for better workflow management and agent productivity analysis.
• Call Log Report: This tool provides detailed logs of incoming and outgoing calls, helping businesses track their history and agent interactions.
• Message Log Report: Tracks and organizes customer messages to ensure accurate communication records and improve response times.

Let’s examine these reports’ metrics and benefits to understand better what each offers.

Call Volume Report

The Call Volume report provides detailed insight into call activity. It combines call data over selected periods to reflect specific call patterns. This report is designed to improve call management.

Key metrics

Here are the key metrics of the Call Volume report:

• Inbound Calls: The total amount of incoming calls, including answered, missed, abandoned, and voicemail-directed calls.
• Inbound Connected: The number and percentage of inbound calls that were successfully answered out of the total received.
• Inbound Missed: The total number of inbound calls that were not answered, along with the corresponding missed call percentage.
• Outbound Calls: The total number of outgoing calls, both regular and campaign-related ones.
• Outbound Connected: The number and percentage of outbound calls that were successfully answered out of the total dialed.
• Outbound Missed: The total count of outbound calls that went unanswered, along with the missed call percentage.
• Average Wait Time: The average duration a contact waits before an agent answers the call.
• Average Talk Time: The average conversation length, excluding any time spent on hold.
• Average Handle Time: The average time an agent takes to manage a call, factoring in talk, hold, and post-call wrap-up times.
• Talk Time: The total duration of conversations, excluding hold time.
• Service Level: The number of calls answered within a specified timeframe indicates the team’s responsiveness.

Benefits

• Workforce management: Identifies peak call hours, enabling better staff scheduling.
• Customer experience: Ensures that enough agents are available to handle customer inquiries quickly, reducing frustration and improving satisfaction.
• Improved call center performance: Provides insights into missed, abandoned, and answered calls, allowing businesses to refine their call-handling strategies.

Use Case for a Call Volume Report

Scenario: Optimizing Staffing in a Customer Support Center

A national telecom company runs a 24/7 customer support center to assist with billing inquiries, technical support, and new service requests. Here’s how the Call Volume Report helps improve operations:

• Identifying Peak Hours: By analyzing call trends, the company determines when customer demand is highest and schedules extra agents to handle the workload.
• Reducing Wait Times: If the report shows a rise in abandoned calls during certain hours, the team adjusts staffing or offers a callback option to keep customers from waiting too long.
• Optimizing Shift Scheduling: Managers use the report to ensure that enough agents are available during busy periods and avoid unnecessary staffing during slow times.
• Agent Performance Monitoring: The report helps measure agent call volumes and efficiency, ensuring that workloads are distributed fairly.
• Tracking Seasonal Trends: By reviewing call patterns over time, the company prepares for spikes in customer inquiries, such as those caused by holiday
  promotions, service outages, or billing cycles.

Outcome:

Using the Call Volume Report helps the telecom company shorten wait times, improve agent efficiency, and create a smoother customer experience.

Team Productivity Report

A Team Productivity report is a performance-tracking tool that supervisors can use to understand how the team works. The report offers an overview of how the call center agents operate.

Key metrics

Let’s look into the metrics of the Team Productivity report.

Benefits

• Improved agent performance: Tracks time on calls per agent, identifying high performers and those who need additional training.
• Optimized workforce management: Balances workloads among agents to prevent burnout and improve efficiency.
• Employee accountability: Increases transparency by showing clear performance metrics for each team member.
• Reduced operational costs: Optimizes scheduling to minimize overtime costs while maintaining service quality.
• Training and coaching opportunities: Helps HR develop specific programs to improve agents’ skills.

Use Case for a Team Productivity Report

Scenario: Improving Efficiency in an Insurance Claims Call Center

A national insurance company operates a call center to handle policy inquiries, claims processing, and customer support. Here’s how the Team Productivity Report helps improve performance:

• Tracking Agent Workload: The report shows how much time each agent spends on a call and assisting managers in balancing workloads.
• Recognizing Top Performers: Managers recognize top-performing agents and use their strategies as benchmarks.
• Boosting Engagement: Regular performance tracking allows managers to introduce incentives for top agents, keeping the team motivated.
• Reducing Idle Time: If agents spend long periods of time inactive, managers can adjust task assignments to keep productivity flowing.

Outcome:

The Team Productivity Report helps the insurance provider work more efficiently, improve agent performance, respond faster, and keep customers happier.

Campaigns Report

The Dialer Campaigns report offers an in-depth analysis of key metrics influencing campaign success. This feature provides valuable insights into campaign performance, allowing you to monitor important indicators like Total Attempts, Average Talk Time, and Connection Rate.

Key metrics

You can customize your report by adding or removing various metrics based on your specific needs. Below are some of the most commonly used metrics.

Essentials

• Campaign: Serves as the foundation of the report, taking into account all the campaign details.
• Total Attempts: Tracks and records all call attempts made during a campaign.

Efficiency

• Connection Rate: Measures the percentage of successfully connected calls.
• Effective Answer Rate: Calculates the percentage of calls that were effectively answered.
• Call-to-Connect Ratio (C2CR): Indicates the average number of calls needed to connect with a contact successfully.
• Dialer Abandon Rate: This represents the percentage of calls in which the contact disconnected while waiting for an agent’s response, based on the total number of answered campaign calls.

Average Duration Metrics

• Average Call Duration (ACD): Calculates the average length of all calls.
• Average Handle Time (AHT): Measures the total time agents spend handling a call, including preview, hold, wrap-up, and transfer times.
• Average Talk Time (ATT): This represents the average duration agents spend actively conversing with customers.
• Average Preview Time (APT): Tracks the average time agents spend reviewing information before making a call.
• Average Wait Time (AWT): Measures the average duration a contact waits for an agent to answer.
• Average Wrap-Up Time (AWUT): Indicates agents’ average time on post-call tasks.

Benefits

• Improved campaign performance: Identifies improvement areas, such as adjusting call scripts or target audience segmentation.
• Increased agent productivity: Helps managers identify high-performing agents and provide training for those who need improvement.
• Optimized call strategies: Identifies best call times based on connection success rates, ensuring higher engagement.
• Cost efficiency and resource allocation: Reduces wasted resources by analyzing effective answer rates and reallocating efforts to more productive outreach channels.

Use Case for a Dialer Campaigns Report

Scenario: A financial services company runs multiple outbound call campaigns to generate leads for personal loans, credit card offers, and investment plans. How the Dialer Campaigns Report can be used in this case:

• Tracking Campaign Effectiveness: The sales team reviews each campaign’s call volume, answer rates, and conversion rates to determine which outreach strategy is performing best.
• Identifying Peak Calling Hours: Managers analyze the Dialer Campaigns Report to determine the best time frames during which prospects are most likely to answer calls.
• Refining Lead Targeting: If a campaign shows low engagement rates, the team adjusts the lead list to focus on higher-quality prospects.
• Reducing Call Drop Rates: If the report shows high abandonment rates, the team adjusts the dialing pace to ensure agents are available for the next call.

Outcome:

By leaning into the Dialer Campaigns Report, the financial services company improves lead conversion, optimizes call strategies, and boosts agent performance.

Dispositions Report

The Call Disposition Report offers detailed insights into the outcomes of agent-customer interactions. This report helps you identify effective calling strategies and areas that need improvement.

Key metrics

Benefits

• Workflow management: Categorizes call outcomes to improve response strategies and ensures that high-priority calls are followed up on time.
• Improved agent performance monitoring: Identifies top-performing agents and those who need additional training or coaching.
• Increased Conversion Rates: Identifies patterns in successful calls vs. unsuccessful ones, helping refine lead qualification processes.
• Compliance and quality assurance: Keeps a detailed call outcomes record, helping businesses comply with industry regulations.
• Better customer experience: Reduces customer frustration by ensuring quick follow-ups on unresolved issues.

Use Case for a Dialer Dispositions Report

Scenario: Improving Lead Management in a Real Estate Agency

A real estate agency runs outbound calling campaigns to follow up with potential homebuyers and sellers. How the Dialer Dispositions Report is used in this case:

• Categorizing Call Outcomes: Each call is assigned a disposition code (e.g., “Interested – Follow Up), allowing agents to identify the next steps quickly.
• Prioritizing High-Value Leads: Sales managers analyze the Disposition Report to identify prospects who expressed interest but needed additional follow-up.
• Optimizing Call Scripts: If many calls are marked as “Not Interested,” the team can adjust sales pitches.
• Decision-Making Based on Collected Data: By tracking disposition trends, the agency refines its overall outreach strategy, focusing on the most promising leads while reducing time spent on low-interest contacts.

Outcome:

The Dialer Dispositions Report improves conversion rates, enhances follow-up efficiency, and boosts real estate agencies’ overall sales productivity.

Call Log Report

The Call Log is a detailed report that records all call interactions (both incoming and outgoing) between the agent and the customer.

Key metrics

The MightyCall’s Call Log report is highly customizable. Managers can add and remove features depending on what they want to see in the report.

• Essentials: Call start time (this is a default column you can’t change), Direction, Result
• Contact Information: Contact
• Employee Information: Call Owner (primary agent involved in a call), Participants (everyone involved in a call), Business Number
• Media and Note: Recording, Note
• Call Metrics: Total
• Technical Details: Trace ID

Benefits

• Better customer service and response time: Tracks missed and handled phone interactions, helping teams improve response rates and customer satisfaction.
• Making decisions based on collected data: Provides insights into call patterns, peak hours, and common issues, allowing for better distribution of resources.
• Increasing sales and lead management: Helps sales teams track follow-ups, customer interactions, and conversion rates.
• Compliance and record-keeping: Ensures businesses maintain accurate call records for legal, billing, and quality assurance purposes.

Use Case for a Call Log Report

Scenario: Improving and increasing customer support efficiency

A small e-commerce company receives customer inquiries daily, including order status updates, returns, and technical support issues. How to use the Call Log Report in this case:

• Tracking Missed Calls: The team reviews missed calls daily to ensure no customer inquiries go unanswered.
• Quality Assurance: Supervisors analyze the logs to review call duration and how agents interacted with the customer.
• Dispute Resolution: If a customer claims they contacted support but did not receive assistance, the call log history helps verify when and how many times the customer called, along with details of the conversation.
• Compliance and Record-Keeping: The business maintains call logs to comply with industry regulations and provide an audit trail for disputes or service-level agreement (SLA) enforcement.

Outcome:

By using the Call Log report to its full potential, the company improves customer service response times, reduces unresolved inquiries, and enhances overall support team efficiency.

Emilio J. Co-founder Small-Business (50 or fewer emp.)

01/28/2025 "Service is very good you can call with any interruptions, and the customer service is amazing, if you have any question or concern they will help you right away." Read full review on G2

Message Log Report

The MightyCall Message Log report records and reflects all the SMS and MMS interactions between the company and clients.

Key metrics

In the Message Log tab, you’ll find a table displaying the message history. You can customize the report however you want. While specific columns, such as “Timestamp,” are default and can’t be changed, others can be adjusted to match your preferences.

Message Log Filters

• Timestamp: Displays the date and time each message was sent or received.
• Direction: Reflects whether the message was inbound or outbound.
• Contact: Shows the sender or recipient’s contact details.
• Employee: The primary employee responsible for handling the message.
• Business Number: Displays the business number used for communication.
• Segments: Represents the number of message segments used per SMS. Since an SMS has a 160-character limit, longer messages are split into multiple segments, whereas MMS remains intact.
• Message: Contains the full text of the message.
• Attachments: Lists any attached files in MMS messages.
• Note: Includes any additional remarks related to the message.

Advanced Filters

Users can apply advanced filters to quickly find specific data without manually going through extensive logs:

• Type: Filter by message type (SMS or MMS).
• Direction: Sort messages by inbound or outbound communication.
• Business Number: Narrow results based on a specific business number.
• Employee and Workgroup Filters: Analyze individual or team messaging patterns and performance.

Benefits

• Improved communication tracking: Keeps a complete record of sent, received, and failed messages.
• Improvement of customer interaction: Helps teams monitor response times, follow up on unanswered messages, and improve overall customer interactions.
• Record-keeping: Maintains a detailed history of messages for legal, security, and audit purposes.
• Team performance monitoring: Managers can track employee messaging activity, analyze response times, and optimize their workflow.

Use Case for a Message Log Report

Scenario: Improving Customer Follow-Ups in a Healthcare Clinic

A healthcare clinic with multiple locations uses phone and text messages to communicate with patients regarding appointments, test results, and follow-up care. How the Message Log Report can be used in this case:

• Tracking Unread or Unanswered Messages: The clinic’s staff reviews the message log daily to identify unread or undelivered messages.
• Appointment Reminders and Cancellations: The Message Log Report helps staff monitor which patients have received appointment confirmation messages and identify patients who have not responded, reducing no-shows.
• Ensuring HIPAA Compliance: Since the clinic handles sensitive medical data, the report tracks all outgoing and incoming messages, ensuring compliance with privacy regulations while maintaining a communication audit trail.
• Improving Patient Communication: The clinic analyzes response trends from the Message Log Report to determine the best time to send appointment reminders, improving engagement rates.

Outcome:

With the Message Log Report, the clinic improves patient communication, reduces missed appointments, and ensures compliance.

Track your progress

All successful marketing campaigns depend on data. The more information you have about your call logs, agents’ performance, and client activity, the greater your chances of increasing sales.

With MightyCall, tracking your progress and adjusting your strategy has never been easier!