The Call Summary report allows you to view detailed summary information about all inbound and outbound call processing in the system, such as the total number of calls, including, answered, and not answered calls, the total duration of the calls, etc
The Call Summary Report is a valuable resource for operational monitoring and strategic planning in call centers. It can be used to:
- Gain visibility into daily call center operations by tracking total calls, call types, and durations - helping managers stay on top of day-to-day performance.
- Uncover call trends and volume patterns, allowing for smarter staffing decisions and better workload distribution across teams or shifts.
- Enable data-driven decisions with a centralized view of contact center activity, supporting improvements in processes,and customer experience strategies, and more.
To view the summary report, go to the All Reports > Call Summary section.
You can view the report grouped by Date, Operator, Queue, IVR, Call Group, Department, and Campaign. The grouped data will be displayed in the corresponding tabs respectively.
You can narrow down the search results by using the following filters:
- Date: Select the date range for the report.
- Direction: Select the call direction (Inbound, Outbound, Internal, Callback).
- Call Group: Select the related call group.
- Operator: Select the operator that received the call (available in the “Group by Operator” tab).
- Queue: Select the queue through which the call was processed (available in the “Group by Queue” tab).
- IVR: Select the IVR through which the call was processed (available in the “Group by IVR” tab).
- Department: Select the related department (available in the “Group by Department” tab).
- Campaigns: Select the corresponding call campaign (available in the “Group by Campaign” tab).
The Call Summary report contains the following information:
- Date: The particular date on which the summary data is generated (available only on the “Group by Date” tab).
- Operator: The name of the operator who received the call (available only on the “Group by Operator” tab).
- Queue: The name of the queue through which the call was processed (available only in the “Group by Queue” tab).
- IVR: The name of the IVR through which the call was processed (available only in the “Group by IVR” tab).
- Call Group: The name of the repeated call group (available in the “Group by Call Group” tab).
- Department: The name of the related department (available only in the “Group by Department” tab).
- Campaign: The name of the corresponding call campaign (available in the “Group by Campaign” tab).
- Total Calls: The total number of calls processed in the system.
- Answered: The total number of answered calls.
- Not answered: The total number of calls that were not answered or missed by the operator.
- Voicemails: The total number of the left voicemail messages (available in each tab except the “Group by Queue” tab).
- Callbacks: The total number of autodialed calls (available in the following tabs: “Group by Date”, “Group by Operator”, “Group by Call Group”, and “Group by Department”).
- Total Duration: The total duration of the calls, including the IVR and waiting durations.
- IVR Duration: The total duration of the call processing through the IVR.
- Waiting Duration: The total duration of the caller’s waiting during the call processing.
- On Call Duration: The total duration of the conversation with the operator itself.
- Converted: Displays the successful passing of the conversion block by the lead (Yes, No). The conversion block should be set in the corresponding Call Script. Read more about the Call Script feature in the following Knowledge Base article.
- Oper: The amount of the operator’s payout. The amount should be set in the corresponding operator payout block in the corresponding Call Script. Read more about the Call Script feature in the following Knowledge Base article.
- Total: The amount of total system revenue.
The “Totals” row at the bottom of the table shows the summary number for each column.