The Call Report helps you monitor your team's call activity and performance, offering valuable insights to streamline business communication and improve customer engagement.

With real-time dashboards and detailed analytics, this feature allows you to:

  • Track user performance

  • Understand customer interaction trends

  • Measure call efficiency and team productivity

What are the benefits of call reports for your company? 


  • Call Report will help you to know the call data and analyze it to improve the efficiency of your company.

  • These reports help you to know and track the efficiency of the remote team in your company.

  • It shows a clear and transparent overview of individuals and team performance.

  • These reports can be used to optimize call handling and operations.

  • Data can help to set up the goals and KPIs.

  • And lastly, keep your business profit high by using the data from the call report to enhance productivity.


What Data Does the Call Report Include?

Here’s a breakdown of the key metrics available in the Call Report:

Field

Description

Users

Lists all users (agents) in your account.

Total Calls

Total number of calls made by the user within the selected date range.

Incoming Unattended

Number of incoming calls that were not answered by the agent.

Outgoing Unattended

Number of outgoing calls that were rejected or canceled.

Calls <30s

Number of calls with a duration of less than 30 seconds.

Calls ≥30s

Number of calls with a duration of 30 seconds or more.

Successful Calls

Count and percentage of calls that were successfully connected and completed.

Total Hold Time

Total time customers were placed on hold during calls.

Total ACW (After-Call Work)

Time spent by the agent on post-call activities.

Target Talk Time

The target talk time set for the user as part of performance goals.

Total Talk Time

The total time the agent spent speaking with customers.

Total Consumed Minutes

Total number of call minutes used by the agent.

Dial-out Achievement

Number and percentage of outgoing calls completed relative to the agent's call target.

Achieved Talk Time

Percentage of the talk time goal that the agent achieved.



It enables you to make changes based on the data you get through reporting.

With this feature, you can make your business grow rapidly with the increase in productivity. 

Steps to check the Call Report:

1. Log in to your CallHippo dashboard.

2. Navigate to the ‘Reports’ section and then click on the ‘Call Report’ option.


 

3. Apply Filters to Customize Your Call Report

Available filter options include:

  • Filter By: Choose whether to filter by User, Department, or Team.

  • Select Users: Select one or multiple users whose call data you want to analyze.

  • Start Date & End Date: Define a custom date range for the report.

  • Duration (in seconds): Filter calls based on their duration.

  • Total Call Time: Choose a specific talk time range to focus on agents with certain talk time durations.

  • Call Type: Select whether to view Incoming, Outgoing, or Both call types.




4. You can also download the reports in an Excel file.




5. Select the columns you wish to download.



Important Information:

  • The maximum date range you can select is 30 days.

  • You can only view data from within the last 3 months directly on the dashboard.

  • For any date range older than 3 months, the report will be sent to your registered email address instead.

Frequently asked questions:

Q: I have a multiple-user Account. Why Am I Not Able to See Other Agents' Call Reports?
A: Since all users have agent-level access, you are not permitted to view each other's call reports.

Q: Hello, the Date Range Tab in Call Analytics Doesn't Allow Me to Choose 3/1–3/31
A: The maximum date range you can select is 30 days, so a full-month range like March 1 to March 31 cannot be selected.

Q: Will Different Time Zones Set for Different Users Affect Call Reports?
A: Yes, time zone settings can impact how call data is recorded and displayed in reports.

Q: Can I Filter the Call Report by Team Instead of Individual Users?
A: Yes, the Call Report can be filtered by User, Department, or Team to suit your analysis needs.

Q: Can the Call Report Show How Many Calls an Agent Completed Compared to Their Target?
A: Yes, the Dial-out Achievement metric displays the number and percentage of outgoing calls completed relative to each agent’s call target.

Q: How Can the Call Report Help Improve My Team’s Productivity?
A: The report provides detailed insights into call activity and agent performance, helping you identify trends, set goals, and optimize communication strategies.

Q: What Is the Purpose of the 'Total ACW' Metric in the Call Report?
A: 'Total ACW' (After-Call Work) tracks the time agents spend on post-call tasks, offering a clearer picture of their workload and efficiency.


I hope this helps. If you still face any queries, please feel free to reach out at [email protected]