The General Call Traffic Report is a high-level management report that lets you comprehensively analyze your call center's daily performance, call volumes, and staff login status.
Purpose
The primary purpose of this report is to give operations managers the answers to the questions "How much traffic did we handle?" and "How many people were in the system to handle this traffic?" on a single screen, on a daily basis. It supports capacity and efficiency analysis by comparing inbound and outbound call traffic with the number of users who logged into the system, by date.
Features
Unlike detailed call lists, this report presents the data as daily summaries and offers the following capabilities:
Hybrid view: Displays both inbound and outbound call data side by side in the same row.
Workforce tracking: Reports not only the calls but also the number of staff in different roles (Manager, Supervisor, Agent, etc.) who logged into the system that day.
Total effort analysis: Calculates the overall workload based on total talk time and total call counts.
Benefits
Using the General Call Traffic report provides your business with strategic advantages in the following areas:
Capacity planning: You can optimize shift planning by seeing on which days call traffic increased and how many agents were working on those days.
Efficiency measurement: By comparing Total Duration with Total Number of Calls, you can analyze whether you received a high volume of short calls or long, complex calls.
Login audit: You can audit how many people (agents, supervisors, etc.) logged into the system that day according to the shift plan.
Report filters
Use the following basic filter to analyze the data for specific periods:
Date: Determines the time period the report covers.
Report columns
Column | Description |
Date | Shows the day/date the data belongs to. |
Incoming Calls | The total number of inbound calls that reached the switchboard on the relevant date. |
Answered Incoming Calls | The total number of inbound calls answered by agents. |
Missed Calls | The total number of calls that entered the queue but ended without being answered or were abandoned. |
Incoming Call Duration | The total talk time of the answered inbound calls. |
Outbound Call Attempts | The total number of outbound call attempts made, regardless of whether they succeeded or failed. |
Outbound Calls | The total number of outbound calls completed on the relevant date. |
Outgoing Call Duration | The total talk time of the outbound calls made. |
Total Number of Calls | The total transaction volume of the operation. (Formula: Incoming Calls + Outbound Call Attempts) |
Total Duration | The total talk effort of the operation. (Formula: Incoming Call Duration + Outgoing Call Duration) |
Logged Agents | The total number of agents who logged into the system during the day. |
Active Users | The total number of unique users active in the system, regardless of their role. |
Admins | The number of users with "System Administrator" privileges who logged into the system. |
Supervisors | The number of users with "Supervisor" privileges who logged into the system. |
Customer Representatives | The number of standard agents who logged into the system. |
Extensions | The number of internal (extension) users who logged into the system. |
Reporting | The number of users with only "Reporting" privileges who logged into the system. |
Usage
After selecting the date range, click the Apply icon.
To export the report, click the Download icon.
