Contacts Reports

Use Contivio’s "Contacts" Reports to get a high-level understanding of your Contact Center activity. With Contact reports, you can pull metrics such as daily call volumes, total inbound vs. outbound calls, and overall IVR abandonment rates.

"Contacts" Reports also provide valuable metrics such as service level agreements, queue time-outs, wrap-up times and handling time on a per-queue basis. Run these types of reports to collect date on:

• Why your customers are calling (e.g., are they calling to speak to Sales or place new orders? Or are they mostly calling in for customer care reasons?)
• How much time your agents are spending on customer requests per queue (e.g., how does my handling time in the Sales queue compare to Technical Support or Accounts Receivable?)
• Average time spent in each queue, along with queue abandonment. Do certain queues have longer waiting times than others and is your abandonment rate higher because of it?

With a variety of different filter options, "Contacts" Reports will be your go-to for a variety of different scenarios. 

1. To create a "Contacts" Report navigate to "Call Center" > "Analytics & Reports" > "Contact Center Reports", OR select "Historical Reports" from the main admin portal screen.
   
   
2. Click and complete the necessary fields: 
   1. Report Name - Use a descriptive name indicating the data and timeframe so you can always refer back to it for future reference.  
   2. Report Type - Select "Contacts".
   3. Report Template - Select from the list provided, which will pre-populate the duration, calculation, statistics, filters, and grouping, or select "Other" to build your own.
      
      Various templates are available, including:
      1. Queue Voice Inbound
      2. Agent Voice Inbound
      3. Call Center Voice Inbound
         
         
         
         
   4. Report Duration - Choose the date range you want to see results for (e.g., Hourly, Daily, Weekly, Monthly, Yearly, User Defined).
   5. Calculation Period - Select the Interval of Time (e.g., 15 min, 1 Hour, 1 Day, 1 Week, 1 Month) - This is how your reporting will be broken out.
   6. Time Format - Select your preferred Time Format (HH:MM:SS vs. Seconds)
   7. Statistics - Check off the metrics you would like to report on. A detailed breakdown of metrics is included in the table below. If using a queue template, these will be auto-populated, but you are free to add/remove statistics.
3. Select "Filter" for further customization to zero reporting data down to the granular level. 
   1. Initial Handling Only - If selected, only the first leg of the call will be counted in the report. Any transfers or conference calls will be excluded.
   2. Exclude Internal Calls - Calls between agents will be omitted from the report
   3. Exclude Weekends - Calls on Saturday and Sunday will not be counted in the report
   4. Media Type - Select the channels you wish to include in this report (e.g., voice, SMS). 
   5. Direction - Select inbound or outbound. 
   6. Queues & Campaigns - Include only certain Queues/Campaigns in this report. 
   7. Agents - Include only certain Agents in this report. 
   8. Team - Run this report at the team level. This requires teams to be enabled under Workforce Management. 
   9. Dispositions - Run this report to only include specific dispositions. 
   10. Contact Result - Run this report for only interactions that meet specific criteria (e.g., Queue Abandoned, Declines).
4. Select "View" to define how the report should display. 
   1. 1. Group By - Will define how the report should break down into individual buckets. If you select "Agent" for example this report will provide a summary of the date configured split by agent. If you select "Queue" for example each queue will have its own bucket within the report. 
      2. Row - We recommend you leave this on "Statistics". 
      3. Column - This will determine if the "Column" for each "Statistics" is broken down at the queue, user, or disposition level.
5. Hit "Done" and your report will display under "Contact Center Reports".
   1. From this view you can edit reports, export to excel, or view in Contivio. 

The below report is an example of seven (7) core metrics broken down for the day across two queues (i.e., Sales, Customer Service). The "Group By" is done at the "Agent" level, hence why you see two users displayed. 

Next: Agent Utilization Report