If you're new to CallHippo and looking to understand how your team is performing, CallHippo offers a range of powerful reporting tools that help you analyze user productivity in detail. Whether you're managing a sales team, a support center, or any other call-based operation, these reports provide essential insights to evaluate and improve user performance.
Tools to Analyze User Productivity
Below are seven built-in features in CallHippo that help measure user efficiency and performance. You can access all of them from the ‘Reports’ or ‘Users and Performance’ sections of the dashboard.
1. Call Report
The Call Report offers an overview of each user’s call activity, allowing you to monitor:
Total calls made and received
Call durations (under/over 30s)
Hold time, after-call work time
Talk time vs. target talk time
Dial-out achievements
Use this report to track whether users are meeting their calling goals, how much time they spend on calls, and how effective their conversations are.
Title to search for: "What is a Call Report?"
2. User Status Report
This report breaks down how users spend their time when logged into CallHippo. It tracks:
Login hours, On-call time, Idle time
Time spent on break, lunch, or in meetings
Custom unavailability statuses
It helps assess how available users are during working hours and identifies idle or unproductive time.
Title to search for: "What is User Status Report?"
3. Outgoing Call Report
This report shows daily outbound calling activity, summarized by country and user. It includes:
Completed, canceled, rejected, and failed calls
No answer and call not setup
Total outbound calls per region
Use it to measure outbound call performance across regions and teams.
Title to search for: "What is the Outgoing Call Report?"
4. Abandonment Rate Report
This report evaluates how often incoming or Power Dialer calls go unanswered. It provides:
Answered, missed, rejected, voicemail stats
Country-wise breakdown of call results
Abandonment rate percentage
This is useful for spotting missed opportunities and staffing issues.
Title to search for: "What is an Abandonment Rate Report?"
5. Call Status Report
This report shows the final status of every call made or received by users. It includes statuses such as:
Completed, missed, rejected, failed
Voicemail, unavailable, no answer
Call not setup, IVR, and welcome message
It's ideal for understanding the outcomes of each call and spotting issues in connection rates.
Title to search for: "What is a Call Status Report?"
6. Target vs Achievement
This feature lets you set and evaluate performance goals for:
Number of calls
Login hours
Talk time
You can compare targets against actual performance through the Call Report section, where metrics like "Dial-out Achievements" and "Achieved Talk Time" are shown.
Title to search for: "What is Target vs Achievement?"
7. Leader Board
The Leader Board ranks users based on the number of calls made. It displays:
Weekly rankings and badges (Sharpshooters, Calling Masters, etc.)
Recognition for top performers
A competitive yet motivating overview of team activity
Admins can choose to restrict user access to the leaderboard if desired.
Title to search for: "What is the Leader board?"
Best Practices for Productivity Analysis
Use multiple reports together for a 360° view of user activity.
Set realistic targets using the Target vs Achievement feature.
Identify top and low performers using the Leader Board and Call Report.
Investigate high idle time or low talk time using the User Status Report.
Track trends in call outcomes with the Call Status and Outgoing Call reports.
Review missed calls regularly using the Abandonment Rate Report.
Final Note
All these reports are designed to help you make data-driven decisions and support your team’s performance. Use the titles listed above to find each report’s full article in the CallHippo support center and start optimizing your team's productivity today.
If you need further help, contact our support team at [email protected].