Contact Center and Call Center Reporting

Leverage advanced contact center and call center reporting solutions to focus on KPIs, meet industry benchmarks, and achieve business goals.

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The RingCentral Engage Analytics dashboard

As contact centers have advanced with multi-channel reach and moved to remote, work-from-home, and hybrid operations, it has been increasingly challenging to get a firm grasp on call center performance. The struggle comes from innovation, expansion, and the use of multiple systems—all of which result in the overflow of raw, unstructured, and complex data that is rendered useless if not utilized properly.

With RingCentral’s AI-powered call center reporting solutions, you can translate data into reports, graphs, and charts that can be used for understanding agent performance, helping call center managers make informed decisions, identifying potential call center metrics, finding ways to increase customer satisfaction and retention, and more.

What is call center reporting?

There’s a lot that happens within your contact center. Each individual agent action and tool function—interactive voice response (IVR), automatic call distributor (ACD), workforce management (WFM), and customer relationship management (CRM), for example—generates limitless streams of raw data.

Call center reporting is essential for translating raw data into actionable insights that you and your employees can easily comprehend. In inbound call centers, for example, reporting can help track metrics like call handling times and customer satisfaction. If you want to get a clear picture of your conversion rates, you can use call center reporting to compare historical data with real-time analytics to determine if your performance is meeting expectations. These insights enable you to identify and resolve issues in your sales funnel, ultimately driving higher sales numbers.

Some of the most used contact center reports include agent activity, service level agreement (SLA), call detail, queue activity, and inbound call summary reports.

The RingCentral Engage Real-Time Inbound list

What is the difference between reporting and analytics?

Reporting

Analytics

Definition

This is the process of transforming raw data into simplified summaries, so you can understand how your call center operations are performing.

This is the process of examining your reports and data to find actionable insights that you can use to make changes and improvements.

Real-life application

Call center reporting solutions give you the data you need to start asking questions. They provide the “what” so you can start asking the “why.”

Call center analytics supply the information you need to find solutions. It shows you why you’re having problems or getting results, so you can make educated improvements.

Example

Reporting tells you that your latest email campaign shows lower customer engagement numbers than previous efforts.

Analytics shows that consumers responded poorly to your subject line, so many didn’t even bother opening it.

Key features of RingCentral contact center reporting tools

Dashboards

Considered the main hub of contact center data, the dashboard is where you can view and use your data. This customizable tool gives you a quick, real-time look at your center's performance. It also allows you to customize the information and reports you see, offering quick updates and support for urgent decisions.

Pre-built reports

Pre-built reports offer insights on commonly used contact center metrics, such as average handle time, average wait time, and first call resolution. These can help you save time by giving you the basic information you need to keep your contact center running with just a few clicks.

Custom reports and metric builder

Templates can be used to build custom reports suited to your specific company’s needs. Personalization means you can define all the details, including the metrics, parameters, and recipients. You can also organize custom reports using unique categories and headers.

Real-time and historical reporting

Real-time and historical data tells you how your operation is doing now and how it performed previously. Some solutions only offer one type of data, but you need both. Real-time reports help you make critical decisions quickly, while historical data helps you understand what has changed in your contact center and why.

Rich omnichannel reporting

These encompass data from all of your efforts, across all of your channels. Armed with this information, you can better understand how your channels are performing and accurately identify the costs of every engagement.

Predictive analytics

Predictive analytics uses your historical data to predict future trends. This way, you can proactively prepare for changes in call volume, customer demands, and other areas of your call center operations with reports that look at what’s coming next.

Common contact center KPIs

Key performance indicators (KPIs) are the performance measurements that contact center managers use to determine how effectively they meet these goals. You can make immediate adjustments to your strategies to improve your results by monitoring these KPIs. Here are some of the most popular ones:

This refers to the percentage of time agents take handling incoming calls—including hold time, wait time, and wrap-up—compared to the time spent waiting for calls to come in (idle/available time). It is a common measure of how busy agents are: too low can lead to unengaged reps, while too high can mean burnout or unsatisfied customers.

This evaluates the rate at which inbound calls end prematurely. Because abandoned calls can be caused by many factors—varying from long hold times to personal emergencies—they typically reflect the performance of the contact center as a whole and not the performance of a specific agent. Either way, a high abandon rate is a cause for concern and requires immediate steps for improvement.

This measures how frequently your contact center agents resolve customer issues, questions, and needs on first contact. This can be through calls or any communication channel your call center supports, including social media, SMS, online chat, and more. An excellent FCR score often means higher customer satisfaction, so striving for a high rate is a must.

This calculates how much call center agents stick to a schedule across a workday. It is measured by dividing the total time an agent actually worked by the time they are scheduled to work, while also taking into account time spent doing non-call-related tasks (breaks, meetings, and similar). Monitoring adherence to schedule is a great way to drive agent performance up while keeping costs down.

This metric measures agent productivity in real time based on the percentage of calls answered within a specific number of seconds. Consistency in service level ensures that customers are given the same quality of assistance every time they reach out to you, regardless of which agent they interact with.

This presents how accurately your contact center predicts the volume of customer contacts (calls, messages, emails, or other forms of communication) and the number of agents needed to handle this volume at a given period of time. Inaccuracy in this aspect can lead to unbalanced scheduling, which further leads to unnecessary additional staffing expenses.

This measures the percentage of inbound calls that are met with a busy tone or call blocking. This is typically due to a lack of available agents (all call queues are full) or your call center software being unable to handle the volume of incoming calls. No matter the reason, a high percentage of calls blocked means many customers are left with unresolved issues, resulting in poor customer experience.

Utilizing artificial intelligence and machine learning technologies, NPS enables businesses to gauge customer experience and see how loyal to and satisfied they are with an organization. It aims to collect customer feedback through a 0-10 scale paired with the question, “How likely is it that you would recommend this service/company to someone else?”

The sheer number of calls that contact centers handle on a daily basis is immense, and as it goes, not all inbound or outbound calls are guaranteed to be successful. CSSR measures the percentage of call attempts that result in a connection to the dialed number. This enables managers to better allocate agents/resources and achieve more successful answered calls.

Benefits of call center reporting

Improve customer experiences

Customer experience affects retention, sales, revenue, reputation, and more. If you want to keep customers happy and encourage them to continue supporting your business, you must understand why your audience acts as they do. Your performance reports can help you track:

Customer success
Customer effort
Customer demands, such as omnichannel customer support
Customer sentiment

The more you know about your customers, the more targeted your initiatives can be. You can refine the customer journey by anticipating consumer actions and proactively engaging them. Reporting gives you the insights you need to turn nearly every customer interaction and chat with sales agents into success stories with your advanced reporting tools. You can build the ultimate experience that stays with, or even ahead of, changes in customer service.

Elevate agent performance

Quality management often starts with your reporting and analytics. You can use your contact center reporting tools to evaluate your agents’ interactions with customers, adherence to company guidelines, and overall success. Some of the tools available include:

Speech analytics
Text analytics
Interaction analytics
Self-service analytics
Omnichannel analytics

These tools help you understand what’s happening in each interaction. If you notice frequent instances of unfriendly behavior, poor writing skills, or speech problems, they can help you quickly find solutions that will restore your excellent customer service.

Optimize costs

Unified reporting provides the insights you need to streamline your work from top to bottom. If there are too many steps in your call flow, for example, you can save time and effort by simplifying the process. These small inefficiencies often create big costs over time, so you can achieve big savings both now and moving forward.

Best of all, your analytics provide the evidence you need to back your requests to stakeholders. Instead of struggling to get your bosses to see your view, you can provide solid proof that supports your position. Though it doesn’t guarantee the solutions you need, it can help as you make your case.

Manage remote workforce

Virtual contact centers have grown in number and popularity over the past few years, and businesses using a work-from-home setup have seen increased agent productivity and flexibility. Since employees are no longer in the same physical space as managers and supervisors, contact centers have had to use different options to manage their staff.

Reporting is one of the best industry solutions for virtual oversight. Using the data available for each agent, no matter where they’re located, you can measure the efficiency and effectiveness of their work. Though you can’t walk the floor to see how everyone is doing, you can use your reporting and analytics tools to keep an eye on your team. You can quickly provide customer service to those who need it and praise agents who are performing well. Your team may not be within sight, but you can easily keep them within reach.

Extract critical business insights with RingCX and start improving your contact center performance.

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Get AI-infused business intelligence solutions

Your contact center solution will always be your greatest resource for achieving the productivity and results you want to see. With all the different types of platforms available, it’s no surprise that every call center reporting solution offers its own unique features.

When you opt for RingCentral, you get to enjoy the following capabilities:

Create customized views of your data for every team member with widget-based, real-time dashboards.
Offer managers and supervisors an overall look at their teams’ performance and your brand’s customer experience.
Give agents access to their workload at a glance at all times.
Use 250+ out-of-the-box reports to understand your contact center performance based on key metrics.
Build and share report templates customized to your specific needs with our wizard-based “point-and-click” interface.
Give secure data access to your company’s analysts, allowing them to use point-and-click tools to quickly build powerful pivot tables and integrated, custom reports.
Integrate performance metrics to gain actionable insights into your customer interactions and how they affect your business.

Learn more about the many possibilities you can have with RingCentral’s next-generation CX platform. Schedule a consultation with our team today!