• Call Reports, Here, we can see all of the calls taking into account the queues and agents: 
• Summary, Shows the total of Answered Calls, Abandoned Calls, and the SLA (Service Level). 
• Service Level, Shows the Service Level in a graph form and more specific. 
• By Agent, Shows the detail of the calls by agent. How many calls were answered and not answered by each agent, average by call, and the duration of every call. 
• Lost Calls By Agent, Here, we show a list of the calls that were not answered by each agent and the different events for each call, for example, how much times did it spend ringing and if it was answered by another agent. It is important to notice that Lost Calls are not Abandoned Calls. Lost Calls did not necessarily left the queue. 
• By Queue, Shows a list of all the queues and the total of attended calls, abandoned calls, hold times, and more. You can see the detail for each call in the queue. 
• Abandoned Calls, Shows the detail of all the abandoned calls and the causes for the abandon. For example, the caller hung up, hold time timed out, and many other forms that the caller left the queue. 
• Answered Calls Details, Shows a list of all the attended calls and the events the occurred for each call. These events are for example, the call enters the queue, it connects with an agent, the call is ended by the agent. 
• Outgoing Calls Details, Shows the detail of all the outgoing calls made by each agent. 
• Traffic, Here, we show reports for the call distribution taking into account the hours, days, days of the week, and month: 
• By Hour, With this report we can evaluate the hours with the highest traffic on our Call Center. We can see a graph portraying this behavior. 
• By Day, Shows the total number of calls by day in a graph form, and also provides information such as, answered calls, abandoned calls, average call time, among many others. 
• By Day Of Week, Shows the total number of calls by the day of the week in graph form. As well as the answered calls, abandoned calls, average call time, among others. 
• By Month, Shows the total number of calls per month in graph form, as well as the answered calls, abandoned calls, and average per call, among others. 
• Lost Calls By Hour, Shows a summary of the lost calls by agent per hour. 
• Agents, Here, we can obtain varied information from our agents: 
• Session Details, Session Detail per agent. Here, you can see how many times they logged into a queue, average session duration, pauses, average pause time, among others. 
• Availability, Shows the availability of each agent. Here, you can see how many agents are evaluated, how much time they were in conversation, pause time, on hold, and available. 
• Pauses, It shows detailed and summarized report of all the pauses of each agent in each queue. 
• Session By Hour, Shows the total time in session by hour for each agent. 
• By Hour, Here, we can see how many agents are available depending on the day and time. It also shows the list of agents that where available at those times. 

Here, you can see the selected Queues, and the total of Answered and Abandoned calls, as well as the disconnection causes. 

We can also see the Service Level in 10 second intervals. These intervals can be configured under Settings > Report Settings. 

Now, we see a summary of the Answered Calls, Average Call Time, Waiting Time, and additional information. 

We can also see a summary of the abandoned calls with the information of average waiting time and other additional data. 

• SLA: initial period, from which second we wish to show the SLA, traditionally, it is shown from the 10^th second. 
• SLA: max period, Up to which number of seconds you wish to measure the SLA, by default this is 90 seconds. 
• SLA: interval, the interval to measure the SLA, meaning how often we wish to see information from the SLA. We recommend between 5 and 10 seconds. 
• Short Call Wait Limit, the minimum Call Wait time to consider a call as valid. Many times the callers hang up the calls too fast and this could affect the statistics of our Call Center. 
• Short Call Talk Limit, the Minimum Call Time to consider the call as valid. In some occasions, the calls hang up the call as soon as the agent answers. This could affect the statistics of our Call Center. 

Below, you can see a graph where you can observe the Service Level (SLA) behavior over time. 

You can also see a detailed table with the following information: 

• Answered Calls, total number of calls answered by the agent. 
• Answered Calls %, call percentage of the answered calls with respect to all of the selected agents. 
• Avg Call Time, average duration of the answered calls. 
• Lost Calls, total number of calls not answered by an agent. 
• Lost Calls %, percentage of the calls not answered with respect to all the selected agents. 
• Total Call Time, duration of all the answered calls. 

It is possible to see Call Details for the calls by each agent, by pressing the plus (+) symbol that is in front of the agent number. 

• Date, date and time for the call. 
• Queue, queue through which the call entered. 
• Agent, the agent that did not answer the call. Here, we got to notice that even if the agent did not answer the call, the call could have been answered by another agent. See the note after the image below. 
• Caller, number that called the Call Center. 

If we observe well, each call has an icon on the last column. When you press this icon, we can investigate the whole trace of the call and where it ended. Given the possibility that in the end, it was answered by another agent or even the same agent. Below, you can see an example where agent 2044 did not answer the call, but the call was then answered by the agent 2036. 

• Queue, Call Queue. 
• Answered Calls, total number of calls answered by the agents. 
• Abandoned Calls, total number of calls not tended by the agents and left the Queue. 
• Offered Calls, total number of calls that entered the Queue. 
• Max Callers, maximum position of a caller waiting in Queue, lower is better. 
• Answered %, percentage of answered calls with respect to the calls that entered Queue. 
• Abandoned %, percentage of calls not tended to with respect to the calls that entered Queue. 
• Avg Calls Length, average duration of answered calls. 
• Total Calls Length, total duration of answered calls. 
• Avg Calls Wainting Time, average wait time. 
• Total Waiting Time, sum of all wait times in a Queue. 
• Service Level, Service Level with respect to the value entered when creating the Queue in VitalPBX. 

It is possible to see a call detail of the calls in each queue, by pressing the plus (+) symbol in front of the queue number. 

• Caller Abandoned, means that the caller did not want to continue waiting in Queue, and hung up. 
• Exit With Timeout, means that the caller waited the maximum timeout time configured on the Queue, and Queue sent the call to its final destination. 
• Exit With Key, means that the caller pressed a key to leave the Queue and take an alternative to their query. This happens when you configure an IVR with a message letting the caller know they can leave the Queue at any time to go elsewhere. 
• Exit With Empty, means that when the caller entered Queue there were no agents available and their call was rejected. 

Next, we will see a table with the details of the abandoned calls with the following information: 

• Date, date and time of the abandoned call. 
• Queue, Queue where the call was abandoned. 
• Caller, caller’s phone number. 
• Position, caller’s position when they abandoned the call. 
• Disconnection, cause for abandon from the caller. 
• Wait, time the caller was waiting on Queue

It is possible to see the detail of the events for the abandoned calls by pressing the plus (+) symbol in front of the date. 

It is also possible to see if this call was answered later the same day by pressing the phone icon () that is to the right of each call. 

• Date, date and time of the call. 
• Queue, queue through which the call entered. 
• Caller, caller’s phone number. 
• Position, caller’s position when the call was tended to. 
• Disconnected By, who released the call, the agent or the caller. 
• Wait, wait time before the call was tended to. 
• Duration, total call duration. 
• Agent, agent that tended the call. 

It is possible to see a detail of the events for each call by pressing the Plus (+) symbol located in front of the date.