Call Center Reports Guide
Understanding call center analytics, queue reports, agent performance, and scheduling automated email reports.
Download PDF GuideGetting Started
Open the portal
Log in at talk.simplefiber.com.
Navigate to Reports
Click Call Center, then click Reports.
Configuring a Report
The report page is split into two sections.
Left side — Report options
Select the report type (Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, or Abandoned). Set the date range and time period.
Right side — Actions
Use the Email Reports, Print, Download, and Table Settings buttons to share or customize the view.
Note: Agents must manually change their status to "online" when starting a shift and "offline" or "end shift" when done. Simply logging into the portal does NOT affect logged-in time tracking. Closing a tab does not log an agent out.
Email Reports
Schedule reports to be emailed automatically on a recurring basis.
Set a schedule
Choose daily, weekly, or monthly delivery.
Choose the report type
Select from Summary, Call Queue, Agent, or Dialed Number.
Add recipients
You can add up to 4 extra email addresses. Optionally attach a CSV of the raw data.
Report Types
Queue Stats
Call volume, calls handled, abandoned calls, and average wait time per queue.
Agent Stats
Calls handled, talk time, missed calls, and outbound attempts per agent.
Agent Availability
A color-coded timeline showing agent online, offline, lunch, and break status throughout the day.
Dialed Number Stats
Statistics organized by DNIS — which number was called by the customer.
Abandoned
A graph of abandoned calls over time with individual call details. This report has no configurable attributes — Table Settings is hidden while it's displayed.
Queue & Dialed Number Stats
Show or hide any of these in Table Settings. The same definitions apply to Queue Stats and Dialed Number Stats reports.
| Stat | Definition |
|---|---|
| VOL | Call Volume — total calls through the queue (answered, abandoned, forwards, voicemail) |
| CH | Calls Handled — calls answered by an agent |
| CO | Calls Offered — calls that reached the queue to be dispatched (includes abandoned, excludes forwards/voicemail) |
| ACO | Adjusted Calls Offered — CO minus calls abandoned in under 10 seconds |
| VM | Voicemail — calls handled by the automated voicemail system |
| FWD | Forward — calls forwarded to another queue or off-net number (includes forwards to voicemail) |
| ATT | Average Talk Time per call (excludes hold) |
| AST | Assisted Calls Handled — answered then forwarded to another agent |
| ACW | Average After-Call-Work time — between call end and submitting disposition |
| CB | Callbacks — calls that requested a callback instead of waiting |
| AH | Average Hold Time with an agent (excludes queue wait) |
| SL | Service Level — ratio of calls meeting the configurable SLA |
| DT | Percent Dial Transfers — calls that landed in queue and were offered to an agent |
| AC | Abandoned Calls — abandoned before an agent answered |
| AAC | Adjusted Abandoned Calls — AC minus calls abandoned in under 10 seconds |
| AR | Abandon Rate (AC ÷ CO) |
| AAR | Adjusted Abandon Rate (AAC ÷ ACO) |
| AHT | Average Handle Time (talk + hold + disposition) |
| AWT | Average Wait Time in the queue before dispatch to an agent |
| SMS_VOL | SMS sessions handled through the queue (portal v40+) |
| SMS_AHT | Average SMS handle time, accept to terminate (portal v40+) |
Agent Stats
In addition to the call-handling stats above, Agent Stats reports add per-agent inbound and outbound activity.
| Stat | Definition |
|---|---|
| TT | Talk Time — minutes on answered queue calls |
| MC | Missed Calls — queue calls offered to the agent but not answered (counts repeat loops, excludes simultaneous-ring) |
| OATT / OANS | Outbound Attempts / Outbound Answered (excludes on-net and conference calls) |
| OM / OAvg | Outbound Minutes / Average outbound call length |
| IA / IANS | Inbound Attempts / Inbound Answered (includes call center calls) |
| IM / IAVG | Inbound Minutes / Average inbound call length (talk + hold) |
Agent Availability Statuses
The Agent Availability report tracks time per status, shown as hours:minutes:seconds.
| Stat | Definition |
|---|---|
| LI | Logged In — total time the agent's status was set to "online" (portal login alone does not count) |
| AM | Available — total time available for calls (excludes break, lunch, meeting, web, other) |
| UM | Unavailable — total time not available for calls, including logged off and offline statuses |
| L / B / M / W | Time with status set to Lunch / Break / Meeting / Web |
| O | Other — time in any status besides available, break, lunch, meeting, or web |
Full report walkthroughs with screenshots — including the email-report advanced options and example schedules — are in the PDF guide.
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