What is Call Center Reporting?

Call center reporting is the tracking and presentation of key performance indicators (KPIs) and planned metrics on call center activities and individual call center agent performance. If a call center utilizes self-service software or AI-powered interactions, reporting will also provide feedback that otherwise may not exist. With call center reporting, managers can view performance numbers, glean insights into processes and patterns, and make strategic decisions based on real data. They may be delivered in a variety of formats, sent via email or shown in dashboards.

The benefits of call center reporting are numerous. Data will show opportunities for enhanced agent productivity, improved agent utilization, and more streamlined call center processes. With these insights, companies will likely be able to lower costs and maintain stability in a call center. There are often data points to help improve overall customer experience with a call center, which studies show is highly beneficial to companies in any industry.

Call center metrics that may be tracked and reported on include agent activity such as number of calls handled, average hold time, and average handle time. Call center overall metrics may include call center service level, number of calls handled, call center agent utilization rate, first call resolution rate, self-service rate (if using IVR), and much more.

Reporting on specific metrics must be determined in advance; that which is not tracked cannot be retroactively reported on. Call center analytics must be determined by companies in order to track metrics for reports. It is therefore good to understand in advance the quality metrics, workload management data points, and other business insights that managers need to see in reports before the start of a reporting period.

How NICE can help

NICE CXone is the market leading call center software in use by thousands of customers worldwide. Our call center reporting solutions help deliver superior customer experiences with accuracy, efficiency and consistency. Our user-friendly reports provide the information call centers need to monitor and analyze first call resolution rates. CXone is a cloud native, unified suite of applications designed to help companies maintain and improve call center operations and meet call center service level standards. CXone includes:

Customer Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive.

Reporting and Dashboards – over 90 pre-built reports and ability to create your own to maximize the value of your call center metrics.

Omnichannel Routing – digital routing management that empowers agents to interact with customers via digital or voice channels. Our solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and a proactive outbound dialer.