In call center management, overall operational success equals the sum of individual performances. The Agent Call Performance Summary Report serves as a fundamental scorecard presenting a Customer Agent phone traffic activity within a specific date range using numerical data.
This report summarizes the agent's success, speed, and accessibility in both inbound and outbound calls in a single line.
Purpose and Features
The primary purpose of this report is to analyze the efficiency and workload of customer agents using measurable metrics. It answers questions such as: "How many calls did the agent handle during the day, how quickly did they answer, and who terminated the calls?"
Key Features:
Integrated View: It covers not only the agent's inbound calls but also their external calls (Outbound Calls), showing the total effort.
Speed and Duration Analysis: It analyzes the average duration the agent spends talking (Efficiency).
Quality Control (Local Hangup): By tracking whether the call was terminated by the customer or the agent, it allows for the detection of unwanted situations such as "hanging up on the customer."
Benefits
The main benefits provided by the Agent Call Performance Summary Report to team leaders and managers are:
Individual KPI Tracking: It clearly displays whether agents are meeting their targets.
Training Needs Analysis: Agents with very high or very low average talk times can be identified to plan training on call scripts or product knowledge.
Workload Balance: Work distribution within the team can be monitored; it can be checked if some agents are working very intensively while others remain at low call counts.
Report Filters
The following filters are used to focus on a specific person or date range in the report:
Agent: Selects the specific customer agent whose performance will be examined.
Date: Selects the time range from which performance data will be pulled.
Usage
Navigate to Reporting > Call > Agent > Agent Call Performance Summary Report.
Filter by Agent and select the Date range.
Then, click the Apply button to view the report.
The report output is as follows.
