The Contact Center Report gives you a historical view of your team's call activity and performance. It helps you monitor inbound and outbound call trends, agent performance, and queue behavior — all in one place.

Note: You must have the view_contact_center_report permission enabled in your role to access this dashboard.

Overview Metrics

These high-level metrics give you a quick snapshot of your call center’s activity:

• Total Calls – Total number of calls handled during the selected time period (inbound + outbound).
• Inbound Calls – Number of incoming customer calls.
• Outbound Calls – Number of outbound calls made by your agents.
• Voicemail Calls – Number of calls that ended in voicemail.
• Completion Rate – Percentage of total calls that were successfully connected (completed).
• Average Duration – Average duration of connected calls.
• Average Queue Wait – Average wait time for callers before being connected to an agent.

 

Agent-wise Inbound Call Summary

This table breaks down each agent's performance for inbound calls:

 

Metrics	Description
Calls Offered	Number of inbound calls routed to the agent.
Accepted	Calls picked up by the agent.
Declined	Calls explicitly declined by the agent.
Not Answered	Calls that were not accepted or declined within the allowed answer time.
Acceptance Rate	Percentage of offered calls that were accepted.

 

 

Agent-wise Outbound Call Summary

This table shows the total outbound calls made by each agent:

 

Metrics	Description
Outbound Calls	Total outbound calls initiated by the agent.

 

Inbound Call Deep Dive

This section breaks down all inbound call outcomes to help you understand how and where calls are being missed or completed.

Completed

Inbound calls successfully connected and handled by agents.

Missed

Calls that were not connected. These are categorized further:

• Ring No Answer – Caller reached an agent, but the agent did not respond.
• Dropped After Queue Wait Time – Caller left after waiting longer than the allowed queue time.
• Queue Full – Caller could not enter the queue because it reached the maximum capacity.
• Outside Business Hours – Caller dialed outside of configured business hours.

Abandoned

Calls where the customer hung up before reaching an agent. Sub-categories include:

• Abandoned in Ringing – Caller disconnected during the ringing phase.
• Abandoned in Queue – Caller disconnected while waiting in the queue.
• Abandoned in Voicemail – Caller disconnected while in the voicemail prompt (without leaving a message).

 

Outbound Call Deep Dive

This section provides a detailed breakdown of outbound call outcomes:

• Completed – Outbound calls that successfully connected and were handled by the recipient.
• Discarded – Calls that were canceled before connecting.
• Not Answered – Calls that rang but were not picked up by the recipient.