Call Center Metrics
Call Center Metrics turn raw queue and agent activity into reports you can use to run your operation: how many calls came in, how quickly they were answered, how they were spread across agents and queues, and when your busy periods fall. Use these reports to check whether you are meeting service goals, to spot understaffed queues or time slots, and to review individual agent workload.
For interactive charts, filters, and drill-down, use Contact Center Analytics in Reports > Organization Analytics. The Metrics screen below is the classic generated report set. Grafana is not used for contact center reports.
Call Center Reports
Choose the queues to include, the time period to cover, and the reporting interval used to group results, then generate the report set.
The following reports are produced:
| Report | What it shows |
|---|---|
| Calls Summary | High-level totals for the period - offered, answered, and abandoned calls with key averages. |
| Calls By Agent | Volume and handling per agent, useful for comparing workload and productivity. |
| Service Level | The percentage of calls answered within your target threshold - the core measure of responsiveness. |
| Calls By Queue | Activity broken down per queue, to see which queues carry the most traffic. |
| Transfers | Calls that were transferred, helping you spot misrouting or training needs. |
| Calls Distribution | How calls are distributed across the selected interval. |
| Calls per day of week | Which days are busiest, for weekly staffing decisions. |
| Calls per hour of day | Which hours are busiest, for intraday scheduling. |
| Calls per day / week / month | Trends over time at day, week, and month granularity. |
You can export all reports in PDF or CSV format - PDF for sharing and CSV for further analysis in a spreadsheet.
Best practices
- Watch Service Level as your primary KPI. A falling service level is the earliest sign a queue is understaffed for its call volume.
- Combine “per hour of day” and “per day of week” for scheduling. Together they tell you exactly when to add or reduce staff.
- Compare like periods. When measuring the impact of a change, compare the same weekday or same week last month rather than adjacent weeks that may differ seasonally.
- Use Calls By Agent for coaching, not just ranking. Pair volume with dispositions from Interactions to understand quality alongside quantity.
Call Center Report Samples
Here are a few sample reports.
Calls by Agent
Calls Per Day Of Week
Calls Per Hour Of Day
Related documentation
- Contact Center Analytics - interactive queue and agent reports in Organization Analytics.
- Queues - the queues these reports measure.
- Live Monitor - real-time view to complement historical metrics.
- Interactions - drill into individual conversations and dispositions.
- Agents - the agents reported on.