What is Call Volume Report
The Call Volume Report is a tool within MightyCall’s Advanced Reports suite that helps businesses gain a detailed overview of their call activity. It consolidates call data over selected timeframes, showing patterns in answered, missed, and transferred calls for every agent. Designed to support efficient call management, this report allows teams to see exactly where adjustments are needed to improve response times and enhance customer experience.
Key metrics in Call Volume Reporting
The Call Volume Report offers multiple key metrics to track the quality and efficiency of call interactions. These include:
- 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.
These metrics enable managers to make data-driven adjustments to improve call handling and overall performance.
How to use Call Volume Report
MightyCall’s Call Volume Report provides versatile options for analyzing data, enabling you to view, sort, filter, and export call data to suit your needs.
1. Breakdown Options
Segment your data by specific timeframes—hours, days, weeks, or months—with the flexibility to drill down further by categories such as employee, business number, or campaign. This breakdown feature allows you to uncover detailed insights across multiple levels, making it easier to understand trends and agent performance.
2. Sorting
The report’s default sorting is based on the first column in ascending order (ASC) by the first-level breakdown. For the first-level breakdown, descending order (DESC) sorting is also available. Here’s how sorting is applied by column:
- Employee: Sorted by last name, then by first name.
- Business Number: Sorted by label.
- Campaign: Sorted by name.
- Workgroup: Sorted by name.
- Time-Based Metrics: Sorted chronologically.
3. Filters
Fine-tune your report with filters, similar to those in the Call Log report. Available filters include:
- Direction: Choose the direction of calls (e.g., inbound or outbound).
- Result: Select specific call outcomes.
- Business Number: Filter by the business number used for calls.
- Employee: Focus on specific agents or all agents within the account.
- Workgroup: View data by workgroup.
- Campaign: Isolate data for particular outbound campaigns.
4. Export Functionality
Export your reports in CSV format for further analysis or sharing with your team. This option allows for deeper data exploration outside the platform, making it easy to collaborate on insights and track performance trends over time.
Benefits of Call Volume Report
The Call Volume Report is designed to help businesses:
- Improve Service Quality: Track and address missed calls and response times to ensure timely customer support.
- Optimize Agent Schedules: Identify peak call times and plan agent schedules accordingly, ensuring maximum availability when it’s needed most.
- Drive Data-Informed Decisions: Use real-time insights to adjust team performance, increase efficiency, and provide the best customer service possible.
- Cost savings: identify inefficiencies, such as unnecessarily long call handling times, to reduce operational costs
Other MightyCall’s call center reports
MightyCall’s reporting tools don’t stop at the Call Volume Report. We also offer:
- Call Log Report provides a thorough record of all call activities, offering a detailed view for tracking each interaction.
- Message Log Report captures every message exchanged, ensuring that no communication slips through the cracks.
- Campaigns Report offers insights into outbound campaigns, presenting performance metrics and conversion data to assess campaign effectiveness.
- Call Dispositions Report records call outcomes, helping to identify recurring issues and trends in customer interactions for a better understanding of service patterns.
These reports, each focusing on a distinct aspect of communication, offer a well-rounded toolkit for tracking, analyzing, and improving call center’s performance.
