Call Center Reports: Exclusive Dashboards You Need to Review

One of the most valuable tools at a campaign manager’s disposal is the wealth of data generated through call center reports. These reports provide deep insights into key performance indicators (KPIs) such as call volumes, average handle times, agent productivity, and more. 

When properly utilized, call center reports offer actionable insights that can significantly improve the success of any calling campaign. 

This article explores the importance of call center reports, where you can find these reports in your CallHub account and how they can be strategically used to enhance call center results.

What is a call center report?

Your call center reports are the collected performances of all the campaigns you have undertaken using the CallHub tool. The call center report helps you identify key performance indicators for any particular time or calling campaign and understand overall trends. 

The call center reports in CallHub let you see: 

• Individual campaign performance
• Performance of all agents 
• How the team performed overall

You can access these reports by logging into your CallHub account> Reports. 

Read More: The Complete Call Center Software Buyer’s Guide

CallHub’s call center report dashboard

Reports are the goldmine of information that will allow you to fine-tune your efforts and let you know exactly where you stand regarding cost, performance, and your agents’ work. Here’s a look at the call center reports CallHub offers. 

Call center reports

• How to navigate there

Once you log in to your account, you can access it through the main navigation on the left. This gives you a call center report of all campaigns, expenditures, and management your account has handled through CallHub. These are the main reports generated by CallHub. 

This section lets you see reports based on Calls, Texts, and Agents. In this article, we will focus on the ‘Calls’ section. 

Calls: 

This subsection provides a complete record of all calls your account makes. They are sorted under three tabs – Campaign calls, Daily report, and Other calls. 

Read More: 3 Important Call Center Campaigns To Achieve Your Goals Today

Let’s look at the three tabs in detail. 

Campaign calls: This tab primarily provides an overview of the costs and durations of all calls made by your campaign, according to the filters you have set. The available columns are: 

• Start Date: The date of the call.
• Leg: The connection type. Different connection types are billed at different rates.  

• A-Leg indicates when an agent dials into a campaign.
• B-Leg indicates when a call is made to any contacts.
• S-Leg indicates when the call is forwarded as a patch-through call.

• CallerID: The phone number the call is associated with.
• Agent: The name/ID of the agent making the call.
• Phone No: The contact number that was dialed. 
• Duration: Length of the call in seconds.
• Bill Sec: Number of seconds the call is billed for. (Calls are billed in 60-second increments)
• Cost: The exact amount your account was billed for this call (in cents). 
• Call status: Indicates whether a call was ‘connected’ or ‘abandoned’
• Disposition: Displays disposition inputted by the agent after the call
• AMD Status: Did this call go to an answering machine or not?
• Call ID: The unique ID assigned to this individual call.
• Dialer Mode: The status of the dialer used in the call.  

Daily Report: This report primarily shows you the performance of calls on a particular day. This helps you identify patterns in your calls. Patterns like – which is your best performing day? Your worst? On which days do people speak the longest? etc. 

This lets you fine-tune your resource allocation and call timings to maximize returns.  

Call dashboard: Additionally, you can press the ‘Call dashboard’ button to launch further, in-depth statistics about your calls. 

By filtering by call center campaign and the date range (past 24 hours to 30 days), you can view some trends at a glance. The visual graphs available to you are: 

• Call duration: The average call duration on each day.
• Call counts: Total number of calls made on each day. 

Further, you can view: 

• Total calls
• Calls answered
• Calls registered as ‘busy’
• Calls that were never answered 
• Calls the agent canceled 
• Calls that failed due to network congestion 
• Calls that failed to connect due to wrong numbers or technical issues

Further, you can also see how many campaigns you have conducted with CallHub, the total number of contacts across all campaigns, and how many you called today.

Read more: The Power of Skill-Based Routing in Modern Call Centers 

Actions you can take with CallHub’s call center reports

Filters

These filters allow you to track your campaign performance across specific criteria, like dates, disposition, and call direction. 

For example, you can find out how much your calls cost in a month, how good your calling list is based on how many calls went unanswered, or which day of the week your contacts speak to your agent the longest. 

The filters you have access to are: 

• Date range
• Call disposition 
• Voice campaign
• Call center campaign 
• Call direction (incoming, outgoing, all). 

Export

After filtering the results, you will have the option to export them in CSV format. 

The exported report contains the columns and details such as the contact’s email and address, call recording link, custom fields, answers to questions asked, supporter level, and notes.

Create contact list

You can also ‘create contact’ from your filtered results. This lets you create custom calling lists based on factors like call disposition, unanswered calls, answering machines, or even callbacks to everyone who called on particular days. 

For example, you can create a ‘call back’ list for all contacts who did not answer during this campaign or make a contact list for a second confirmation call for everyone who RSVP’ed during the first call. 

Using workflows to automate the flow of contacts

You can also use CallHub’s Workflow to automate sorting your contacts and the next step for the contact. 

For example, as the image above shows, Workflows can be used to check the call disposition once the call ends in a campaign and either add the contact to a different contact list or remove them from future calls. 

This is one example. You can use Workflow to – 

• Add tags to contacts. 
• Stop all outreach to contacts. 
• Add them to customized contact lists.
• Create contact lists based on text replies from the number.
• Send them a URL for further follow-up . 

CallHub’s call center analytics

If reports give you a considerable amount of data, we don’t want you to miss the trees for the forest at CallHub. We also offer you analytics in your account so you can see significant trends and make deductions about how your campaigns are doing.  

You can access this by logging into your account and choosing the ‘analytics’ tab in the top bar navigation. 

Up front, you can see an overview of your agents and their productivity measured as the calls and messages are sent out, how many are making calls right now, and which agents are meeting the calling criteria you have laid out. You can even compare two agents to see how they match against each other. 

You can navigate through the menu items on the left to get more detailed information about each type of campaign and in-depth performance reviews of your agents. 

Read More: The Best Call Center Management Practices And Strategies

Call center analysis metrics you will find here: 

Here’s a look at some critical call center reports you can access and where you can find them. 

You can access these reports by choosing the ‘Voice’ option under overview

• Percentage of unanswered calls: A call is noted as ‘unanswered’ if the number was busy or didn’t connect.  Here at CallHub, we have found through our clients that the unanswered call rate should be less than 40%. Otherwise, you lose money and resources for a ‘bad’ contact list. 

Note: Consistently track the quality of your list. Eliminate ‘Bad’ numbers, unavailable contacts, and unresponsive numbers from the list. CallHub’s DNC feature ensures you don’t dial numbers that have requested not to be contacted.

• Average call duration: The average call duration is calculated as the ratio of total minutes across all calls divided by the total number of calls in that period. The average call duration should be more than 20 seconds. Otherwise, you risk being marked as ‘spam’ and being blocked by telecom carriers. 

You can access these reports by choosing the ‘Call center reach’ tab in the left-hand menu. 

• Call center calls: The total number of calls made by all your agents through your account across all campaigns. These are especially important for high-volume calling campaigns like canvassing, GOTV, or cold calling. 

• Answer rate: The percentage of calls answered by your contacts, either by a person or by an answering machine. You can consider your list ‘good’ if you have a high answer rate. If the answer rate is dropping, consider changing the timing of your calls or update your list. 

• Unique contacts reached: This displays the number of unique numbers your current campaign has called, excluding numbers you are calling back or retrying. This gives you an accurate picture of how many people your campaign reaches – since total calls include many kinds of calls (including patch-through calls). 

• Average time reached: This is the average number of times every contact was reached out from all your campaigns. The number increases if you enable callback or retries in your campaign. You should maintain some consistency since too many calls from your campaign will annoy your contacts. 

Agent reporting on CallHub 

Like the call reports, you can access this section under the ‘Reports’ section on the main navigation once you log into your CallHub account. 

Like the calls section, these reports begin by selecting your filters. In this case, you can choose a date range, the number of agents (all or a specific group or any single one), and the campaign. 

A unique filter available for agent reporting is the ‘group by’ function, which allows you to see agent performance individually in relation to a campaign they worked on or just sorted by the campaign.  

This allows you to see agent performance on a campaign-to-campaign basis while comparing agents overall. 

Read More: The Best Time To Cold Call In 2024

Agent reporting metrics you will find here: 

• Start date: The day they were registered to your account.
• Agent username
• Agent email ID 
• Team name: The team the agent was assigned to. Teams allow agents to be grouped easily and help onboarding groups of them for specific campaigns. 
• Campaign name: When you choose to group agents by campaign, this shows the name of the campaign they worked on in a specific date range. 
• Campaign type: Whether a voice broadcast, a call center, or a texting campaign.
• Total time connected to the system: An agent’s total hours ‘dialed in’ for all campaigns.  
• Total number of times the agent joined: The number of times the agent has signed or dialed into various campaigns. 
• Total calls assigned: Total calls assigned to the agent by the team leader, sub-account, or manager. 
• Total calls answered: This metric skips unanswered or bad calls, measuring only the calls the agent connected to. 
• Call direction: Inbound or outgoing calls
• Total talk time: All the time the agent spends speaking to contacts. 
• Average call duration per answered call

Smart insights for call center

Continuing to go beyond just reports, CallHub also offers you new ways to analyze the hundreds of thousands of calls you make to generate patterns that help with course correction. 

CallHub’s ‘Smart Insights’ for Call Center campaigns uses AI to analyze call transcripts generated after each call. The system assesses call recordings and evaluates campaign effectiveness through ‘sentiment analysis.’ 

This means the system tracks predefined goals (decided when the campaign is created based on your script, or you can manually add the goal) and measures the sentiment of each contact against that goal. 

The system also generates insights for you to review by summarizing call transcripts, saving your team from having to read, rate, and rewrite thousands of transcripts manually. 

You can activate ‘Smart Insights’ when you create a campaign. It has a dedicated tab. 

The above call center report samples aim to show you how to track your campaigns best. As a campaign manager looking to make the most of your tool, you must be in sync with your campaigns, understand their shortcomings, and develop solutions to improve them. 

We hope your CalHub campaigns are always data-driven and course-corrected to ensure you get the best results for every call.