Improve Service Quality and Drive Efficiency
with Voiptime Call Center Reporting and Analytics

Analyze the array of information from historical reports and evaluate the achievement of your goals.

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Our Call Center Reporting Software Features

Use our detailed statistical reporting features to evaluate each situation and make informed decisions. Some of the most widely used Voiptime reports are:

Call Center Reporting Software | Voiptime Cloud
Agent Reporting

Get total information on the performance and workload of each agent in two types of reports and analyze this data for more efficient decision-making. View “Summary” and “In Detail” tabs to compare and even control agents’ performance, as well as monitor the change of agent statuses during the day.

Call Center Reporting Software | Voiptime Cloud
Call Distribution Reports (CDR)

This report helps you understand which calls were received by the call center and what is the processing status of each. Find out what IP telephony line was used for making calls and how accurate are the charges of your provider.

Call Center Reporting Software | Voiptime Cloud
ACD report

The ACD report shows all incoming calls that reached your call center, time spent by a caller on the IVR and in a call queue before reaching the operator and the call processing time by the operator. Filter by the ACD line or view a summary report for all ACDs.

Call Center Reporting Software | Voiptime Cloud
Service Level (SL) Report

Monitor the effectiveness of the inbound call processing based on the established target response time. The report contains enough data to analyze the call volume for each hour and to predict the required number of agents for the most loaded shift. Also, it shows at what second the calls in the queue drop.

Call Center Reporting Software | Voiptime Cloud
Outbound Campaign Reporting

View data on all call attempts made using the outbound campaign, the total call duration, the status of each call attempt, etc. The summary report shows the total number of campaign calls and the number of processed, unsuccessful, lost and redirected calls per hour.

Call Center Reporting Software | Voiptime Cloud
Collection Report*

Use debt collection report to see information on all calls to debtors and their guarantors, payment promises or rejections, etc. Integrate collection information in one place to obtain a detailed, accurate single debtor record.
*for debt collection companies

Call Center Reporting Software | Voiptime Cloud
Email, SMS, Web Chat Reports

View all the details of received and processed emails, SMS, and web chats on a particular day and at a particular time. These reports are great for monitoring the effectiveness of service and estimating how many agents are necessary to handle the workload on a specific shift.

Call Center Reporting Software | Voiptime Cloud
Call Quality Cards

The more customer service criteria you control, the more professional your services can become. Monitor the quality of service provided by each agent and their general assessment mark under the supervisor’s quality mapping. Address any difficulties that your agents might have in working with clients, and pull reports for the preferred benchmarks if necessary.

Call Center Reporting Software | Voiptime Cloud
Work Schedules Reporting

Make sure that your agents’ work schedules go in line with call center requirements. Reduce the burden on call center managers by allowing them to monitor employee attendance and generate conflict-free schedules. A separate lateness report shows the difference between the actual and planned login time.

Why Choose Our Contact Center Reporting Software

Call Center Reporting Software | Voiptime Cloud

See the Whole Picture

Detailed statistics reporting gives you complete information on all contact center processes. You evaluate agent productivity and workload, analyze campaign performance, see completed call scripts, and more. Export the required reports to .xlxs for further processing or receive the required data by API requests.

Call Center Reporting Software | Voiptime Cloud

Analyze Agents’ Work

Estimate the time and labor costs of each operator. Find issues and optimize operator performance. Use the data you received to control the effectiveness of the contact center locations and to calculate salaries and bonuses.

Call Center Reporting Software | Voiptime Cloud
Call Center Reporting Software | Voiptime Cloud

Improve the Level of Service

Use Voiptime reporting tools to get complete information on the quality of service provided by your remote call center. View the complete data across various metrics and examine interaction analytics to make more informed decisions.

Call Center Reporting Software | Voiptime Cloud

Looking for the most versatile
reporting software for call centers?

Improve service quality and simplify performance management with Voiptime Cloud.
Contact our team today to learn more about our call center reporting solutions.

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