Reporting & Dashboards
SimpleCallCenter keeps detailed statistics for queues, agents, and usage, then turns them into actionable dashboards, not just CSV exports.
Comprehensive Statistics
Detailed data collection and aggregation for complete visibility
Actionable Dashboards
SimpleCallCenter keeps detailed statistics for queues, agents, and usage, then turns them into actionable dashboards, not just CSV exports.
Hourly Aggregations
Every hour the system aggregates what happened in each call center / hotline: total calls, answered calls, missed calls, voicemails, outbound calls, and peak simultaneous calls.
Per-Agent Daily Stats
Per-agent daily stats are stored: calls answered, first-attempt answers, talk time, missed/rejected calls, wrap-up time, logged-in time, and auto-logout events.
Queue & SLA Reports
For each call center and hotline, get complete visibility into call volume, performance, and SLA compliance
Call Volume Analysis
See call volume by hour, day, and date range with interactive charts and tables showing trends and patterns.
Call Disposition
Track answered vs abandoned vs voicemail vs missed (no voicemail) calls to understand call outcomes.
Wait Time Metrics
See average and maximum wait time in queue to identify bottlenecks and optimize routing.
SLA Tracking
Configurable SLA (e.g., "answer 80% of calls within 20 seconds") with breakdown of calls answered in SLA vs out of SLA.
Visual Analytics
Charts and tables make it easy to see at what times abandonment spikes, which hotlines struggle to meet SLA, and whether you need more people or better scheduling.
Drill-Down to CDRs
Clicking on a bar or row takes you down to the actual CDR list for that period, providing detailed call records.
Agent Performance Reports
For each agent (per day / per queue / per call center), get detailed performance metrics
Call Handling Metrics
See how many calls each agent answered, how many were answered on the first attempt, and total talk time with averages.
Missed & Rejected Calls
Track missed, rejected, and no-answer calls per agent to identify performance issues and training needs.
Time Management
Monitor total wrap-up time, total logged-in time, and how often agents were auto-logged-out for no answers.
Performance Insights
See who carries most of the load, tends to ignore or reject calls, spends too long in wrap-up, and who might need coaching.
QA, AI & Follow-Up Reporting
Because recordings, transcripts, AI summaries, and AI flags are attached to each CDR, you get quality insights
AI Flag Filtering
Filter calls by AI-flagged = yes (potentially rude / poor service) to quickly identify quality issues.
Flagged Call Analysis
See which agents and queues generate the most flagged calls to understand where quality really drops.
Combined Metrics
Combine AI flags with volume, missed calls, and SLA to get a complete picture of service quality.
Follow-Up Tracking
Missed calls and voicemails appear in the shared workspace with statuses (Unassigned → In process → Done), so you can track how many were actually worked.
Usage & Capacity Overview
From the same reporting area, understand real usage vs included allowance and capacity limits
Usage Over Time
See inbound and outbound minutes over time to understand usage patterns and plan capacity.
Fax Statistics
Track fax pages received to monitor fax service usage alongside voice calls.
Peak Concurrent Calls
See peak concurrent calls per hour to understand real usage vs included allowance and whether you're close to capacity limits.
Actionable Insights, Not Just Data
All of this feeds into several ready-made reports and dashboards in the portal / desktop app. Instead of exporting CSV files and building your own reports, you get interactive dashboards that help you understand what's happening in your call center.
Charts and tables make it easy to see at what times of day abandonment spikes, which hotlines struggle to meet SLA, and whether you need more people or better scheduling. Clicking on any data point takes you directly to the underlying CDR records for detailed investigation.