Call Center Report displays the data of the call center for one or multiple skills, which helps to derive the performance of the overall call center. This report generates hourly call center report for every day for the selected date and time.
To derive the performance of the call center overall, this report is the most preferred option. All the quantitative measures about the total chats, answered, abandoned, chats in queue, chat time, wrap up time, handle time and many other essential parameters are displayed in the table supported with graphs in the call center report.
To view the Call Center Report click Reports > Chat Reports > Call Center.
Call Center Report appears as shown below:
Screen Elements-
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Screen Elements |
Description |
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From |
Enter starting date and time to generate a report |
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To |
Enter end date and time to generate a report |
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Timezone |
Select a particular timezone from the dropdown box |
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Skill |
Select one, multiple, or all skills from the dropdown box.
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After making entries in the fields, click 
button and the report will be displayed for the selected skills as shown in the screen below-
Click on a particular date to view the detailed hourly sub-report as shown in the below screen-
Click 
to expand and view the description of each category and the list will be displayed in the following format-
| Column Name | Description |
| Total Chats | Total number of chats |
| Chats Requested | The number of times the visitor clicked to chat or accepted a chat and waited for an operator to answer. If a pre-chat survey is used, a chat request is counted only once the visitor has successfully completed the survey. |
| Chats Answered | The number of chats requested by visitors which were auto accepted by an operator including the chats in which visitors did not respond. |
| Chats Abandoned | The number of Chat Requests where the visitor abandoned before an operator connected to the chat. |
| Avg Concurrent Chats | The average number of chats operators dealt with at the same time. This is measured as the ratio of Chat Time to Login Time. |
| Queue Chat Abandoned | The number of chats requested by visitors which were in queue and abandoned before an operator connected to the chat. |
| Auto hangup – VRTN | The number of chats hung by auto hangup feature of Visitor Response Time Notification |
| Manually hangup | The number of chats hung by agent or visitor manually |
| Queue Limit Exceeded | Displays the total count of visitor(s) who viewed the message. |
| Avg Chat Length | The average time from Chat Started to Chat Ended. |
| Avg Wait Time | The average time for which visitor waited in the queue before Chat Started. |
| Avg WrapUp Time | The average time taken by an operator to submit the operator survey after the chat ended. |
| Avg Handle Time | The average time taken by an operator, from the Chat Started to Chat Ended. |
| Avg Contact Time | The average time for which the visitors were in interaction with the system including the time they waited in the queue, the time they chatted, and the time they took to fill out the surveys. |
| Chat Time | The total time when the operator chatted with visitors. This includes concurrent chats. If an operator was logged in for five hours and chatted with two visitors at a time for the entire five-hour period, the Chat Time would be 10 hours. |
| Login Time | The sum of all hours for operators logged into the account during the Account Login Time. |
| Chat Rate(%) | The ratio of Chats Answered to Chats Requested. |
| Abandon Rate(%) | The ratio of Chats Abandoned to Chats Requested. |
| Rate Bar | Green – Chat Rate(%) & Red – Abandon Rate(%). |
Chat List Report
From the main Call Center Report, the admin and the supervisor with admin rights can access the Chat List Report. They can access the data of the chat interaction that occurred between the agents and the visitors on the Chat List Report.
This is a sub-report that is accessible through the main Call Center Report, by clicking on the data values displayed under the Total Chats, Chats Requested, Chats Answered, and Chats Abandoned columns.
The report will be displayed in the following format:
On this report, the admin can view the following data of the selected skill(s) based on the Chat Abandoned chat type.
- Chat Session ID: The Chat Session ID will be displayed. The ID will be clickable. When clicked on the ID, General Information, Transcript, and Survey tabs will be displayed as shown below:
- Campaign: The name of the campaign for the chat that was received will be displayed.
- Skill: The name of the skill for the chat that was received will be displayed.
- Operator Name: The agent who connected with the visitor.
- Queue Time: The time when the chat entered the queue.
- Start Time: The time when the chat was connected to the agent.
- End Time: The time when the chat was ended by the agent or the visitor.
- Wait Time: The time visitor had to wait in the queue.
- Wrap Time: This column displays the time taken by the operators to fill in the operator survey and dispose the chat after the chat was ended.
Note: If the chat was abandoned, the wrap up time column will display as “N/A.”
- Abandoned Time: The time for the chat got abandoned by the visitor after the chat was in the queue.
- Duration(Min.): The Duration (Min.) is the time calculated since the visitor waited in the queue till the time when he/she abandoned the chat before getting connected to the agent.
The time of chat from queue time to abandon time will be displayed in “HH: MM: SS” format.
For example,
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- The Queue Time of the chat is 03/16/2022 05:59:16 PM.
- While Abandon Time of the chat is 03/16/2022 06:01:31 PM.
- The value in the duration column will be 00:02:15.
- Disposition: Displays the outcome of a chat conversation conducted between operators and visitors.
- Visitor Name: It displays the name of the visitor.
- Initial Agent Response Time: The time agent took to send the first message after the chat was connected with the visitor.
- Average Agent Response Time: Displays the average time agent took to respond to the visitor during the chat.
- Auto Hangup: Displays whether the chat with the visitor got auto-hung up from the operator’s end or not.
- IVR Process: Displays whether the Interactive Voice Response (IVR) process was conducted with the visitor or not.
- Supervisor Participated: Displays whether the Supervisor communicated in the chat or not.
- Customer Interacted: Displays whether the customer sent any message during the chat or not.
Legends of Chat List Report
To know what each data column displayed on this report depicts, click on Legends.
The list of column names and their description will be displayed as shown below:
Export Chat List Report
The admin and the supervisor with admin rights can also export the Chat List Report in PDF, DOC, and in CSV formats.
When clicking on any of the above-highlighted buttons, the report will be exported in the respective format.
To know more about this report, refer to Chat List Report.