Call Center — Reports

The Call Center Reports module provides detailed metrics to evaluate your operation: agent productivity, queue efficiency, and service level.

Training guide — Call center reporting

Scope (text only — no figure): Monitoring similar to queueMetrics plus custom metrics. Areas include Wallboard, Relatório em tempo real, and Relatórios built from predefined datablocks.

Wallboard and widgets

Search keywords: Wallboard · widgets · texto · numérico · tabela · Painel circular · Agentes online.

What the screenshot shows: Dashboard-style wallboard with mixed widgets (text, clock, gauges, live agent table).

HitManager call center wallboard — widgets and live agent table

Real-time report

Search keywords: Relatório Tempo Real · Ultima atualização · Atualizar Agora · Filas · agentes ocupados · chamadas em espera.

What the screenshot shows: Live queue metrics table (agents, calls in progress, ASA, abandonment, etc.) with refresh controls.

HitManager real-time queue metrics table

Datablock reports

Search keywords: Selecione um Datablock · Chamadas atendidas por agente · código de área · Bina.

What the screenshot shows: Modal to pick a datablock; examples describe per-agent and per-area-code answered-call summaries.

HitManager datablock selector modal

Agent productivity report

Evaluate each agent's performance over a period:

Metric	Description
Calls handled	Total calls answered
AHT	Average handling time per call
Time on pause	Total time in pause state
Available time	Time waiting for calls
Occupancy (%)	% of time on calls vs. time connected

Service level report (SLA)

Service level measures what percentage of calls were answered within the target time:

Service Level = (Calls answered in ≤ 20 sec / Total calls) × 100

SLA indicators

🟢 > 80% — Excellent
🟡 60–80% — Acceptable
🔴 < 60% — Critical

Queue report

Received calls — total calls that entered the queue
Abandoned calls — customers who hung up before being served
Abandonment rate (%) — percentage of abandoned calls
Max wait time — the call that waited the longest
Average speed of answer (ASA)

Export reports

All reports can be exported as PDF, Excel (.xlsx), or CSV.

Schedule automatic delivery

Go to Reports → Schedule delivery
Select the report and frequency (daily, weekly, monthly)
Enter recipient emails
Save