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How do I use the Reports in the Call Center?

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This article assumes that you are already signed into the CallHarbor portal with office manager or Call Center Supervisor privileges. If you do not have a login to CallHarbor or you do not have the correct privileges please reach out to CallHarbor support.

First, start off by clicking on the call center icon within the main menu of your CallHarbor phone system. This will take you to the Call Center screen where you will be able to view the different type of reports for your phone system. 

To learn more about the Call Center, please click here.


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Second, select the reports button in the righthand corner of the call center page. This will open a Call Center Reports popup window.
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There are five different types of Call Center Reports: Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, and Abandoned. To switch between the types, use the dropdown selection box shown below.
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Queue Stats
Queue Stats creates a graph for call volume in call queues and table of all call queue statistics chosen to display. The Queue Stats report is resourceful for knowing which call queues have higher hold times, total calls answered as well as total calls that entered the queue, and much more. The report can be customized to a set time and date range as well as the columns that are shown on the table. To set the time and date range, use the calendar selectors and time drop downs located under the type of report.
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To edit what statistics are included in the report select the Setting dropdown in the right-hand upper corner. The available statistics for call queues are listed. Check the ones you wish to see and uncheck the ones you do not want to see. The table's columns will be displayed based on these settings. To learn the definitions of the available statistics, please click here.

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Agent Stats
Agent Stats creates a graph of the call volume of the selected agents and table of the selected agent's stats. This further breaks down the call queue stats as you are able to see who answers more calls or has longer hold times and much more. The report can be customized to a specific call queue, a set time and date range, as well as the columns that are shown on the table. To set the time and date range, use the calendar selectors and time drop downs located under the type of report.
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To edit what statistics are included in the report select the Setting dropdown in the right-hand upper corner. The available statistics for agents are listed. Check the ones you wish to see and uncheck the ones you do not want to see. The table's columns will be displayed based on these settings. To learn the definitions of the available statistics, please click here.

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Agent Availability
Agent Availability Stats creates a line graph that shows the agent's availability and table of the agents' availability throughout a set period of time. Green represents online and available, Red represents busy and unavailable, and grey represents offline. The report can be customized to a set time and date range as well as the columns that are shown on the table. To set the time and date range, use the calendar selectors and time drop downs located under the type of report.

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To edit what statistics are included in the report select the Setting dropdown in the right-hand upper corner. The available statistics for agent availability are listed. Check the ones you wish to see and uncheck the ones you do not want to see. The table's columns will be displayed based on these settings. To learn the definitions of the available statistics, please click here.

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Dialed Number Stats
Dialed Number Stats creates a graph of call volume and a table of dialed numbers and their corresponding statistics. The dialed number stats report is useful for determining your busiest numbers on your phone system as well as average hold times and the amount actually answered. The report can be customized to a specific call queue, a set time and date range, as well as the columns that are shown on the table. To set the time and date range, use the calendar selectors and time drop downs located under the type of report.

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To edit what statistics are included in the report select the Setting dropdown in the right-hand upper corner. The available statistics for dialed numbers are listed. Check the ones you wish to see and uncheck the ones you do not want to see. The table's columns will be displayed based on these settings. To learn the definitions of the available statistics, please click here.

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Abandoned
Abandoned creates a graph and table of all abandoned calls in the call queues. Abandoned calls are calls that end before being offered to an agent, so in other words callers still in the queue waiting to speak to someone. This is very resourceful as it will include the date and time, the caller name and number, which queue they ended up in, what number they dialed, and how long they were waiting before hanging up.
Abandoned does not have customizable settings like the other types, but the reports can still be printed or downloaded.

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