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What data does contact center provide?

    Learn what reports and dashboards are available to you in our contact center portal and where to find them.

    Attention: Reports for Core and Complete can be found directly in our GoTo app.
    Report/Dashboard Description
    Supervisor Dashboard This report provides a summary of real-time activity for all queues, as well as detailed information on the callers. It is useful for supervisors to know what’s happening in their contact center.

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    Real Time Activity Dashboard This page provides detailed real-time activity and status updates for both callers and agents in a queue. It is useful for supervisors to act on the activity they see.

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    Analytics — formerly the Historical Reports These are the reports and dashboards currently inside of Analytics:
    • Contact Summary: This report tracks queue totals and aggregate statistics for the selected queue(s) and date range. These results focus on queue performance and the resulting impact on customer satisfaction.
    • Contact Resolution: This report tracks the contact resolution counts for the selected queue(s) and date range. This shows how a contact was ultimately resolved.
    • Agent Summary: This report tracks agent totals and aggregate statistics for the selected queue(s), date range, and agent(s). These results focus on agent performance.
    • Abandoned Calls: This report tracks the average time a contact waits for an agent in the queue before hanging up for the selected queue(s) and date range.
    • Average Speed of Answer (ASA): This report tracks the average time a contact waits for an agent in the queue for the selected queue(s) and date range.
    • Account Usage: This report displays queue usage as it relates to pricing.
    • Agent Effectiveness: This dashboard tracks agent performance through a variety of metrics for the selected queue(s), date range, agent(s), and call type.

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    Datamart This page allows you to generate a .csv report based on historical agent or contact data.

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