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

The Reports page shows you how your contact center is performing. It is split into two rows of tiles:

• Row 1 — Volume tiles: How much activity came in
  
  
   
• Row 2 — Performance tiles: How well your team handled it
  
  

How Calls Are Classified

Every call that reaches lands in exactly one of four buckets. Understanding this helps you read the numbers correctly.

Call Type	What it means
Inbound	A customer called your number. Includes answered, missed, declined, abandoned, outside-hours, and queue-full calls. Voicemails and callback requests are counted separately.
Outbound	An agent proactively dialled a customer. Callback return calls are not included here — they are tracked separately.
Callback Request	A customer was in the queue, chose to request a callback instead of waiting, and hung up. The return call the agent makes later is tracked as a callback fulfillment — not an outbound call.
Voicemail	A customer left a voicemail message. Only counted when a recording was actually left. If the customer hung up before the beep, it counts as an inbound call instead.

Important: These four buckets do not overlap. Every call event is counted exactly once across the volume tiles.

Overview Metrics

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

• Total Calls – Every call event across all four types combined.
• Inbound Calls – Every call a customer made to your contact center, regardless of what happened next. This is your true inbound demand.
• Outbound Calls – The number of calls agents proactively dialled. Reflects agent-initiated activity only.
• Callback Requests - How many customers chose to leave the queue and request a return call instead of waiting on hold. This is a demand signal.
• Voicemail – How many customers left a voicemail recording during the period.
• Call Completion Rate – The percentage of inbound and outbound calls that successfully connected to an agent. Your core effectiveness metric for real-time calls.
• Callback Completion Rate - The percentage of callback requests that were successfully fulfilled — meaning the agent called back and the customer actually answered.
• Average Queue Wait - The average time customers spent waiting in the queue before their call was resolved — regardless of outcome. Measured in seconds.
• Average Call Duration – The average total time a connected call lasted, from the moment the customer entered the queue to the end of the conversation. This is the call from the customer's perspective.
• Average Queue Hold – The average time customers were placed on hold. Calculated only for calls where hold was actually used — calls with no hold are not included in this average.

Quick Reference

Metric	What it is?	If the number is high...
Total Calls	How busy was the contact center	Check if staffing matches demand
Total Inbound	How many customers tried to reach you	Check what percentage were actually answered
Total Outbound	How much proactive outreach agents did	Good if intentional; investigate if unexpected
Total Callback Requests	How many customers opted out of waiting	May indicate queue wait times are too long
Total Voicemail	How many customers left a message	Normal after hours; investigate during business hours
Call Completion Rate	What % of calls actually connected	Good. Low rate = staffing or routing problem
Callback Completion Rate	Are callbacks being honoured	Good. Low rate = callbacks not being fulfilled
Avg Queue Wait	How long customers waited on average	Customers are waiting too long — review staffing or routing
Avg Call Duration	Total time per connected customer	Check whether queue wait or talk time is the cause
Avg Hold Time	How long agents put customers on hold	Agents may need better knowledge tools or training

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 IVR – Caller disconnected during the IVR offer.
• Abandoned in Queue – Caller disconnected while waiting in the queue.
• Abandoned in Voicemail – Caller disconnected while in the voicemail prompt (without leaving a message).
• Abandoned on hold – Caller disconnected during the hold time.

Outbound Call Deep Dive

This section provides a detailed breakdown of outbound call outcomes:

• Completed – Outbound calls that successfully connected.
• Discarded – Calls that were canceled before connecting.
• Not Answered – Calls that rang but were not answered.