Accessing Call Center Reports in the Vanillasoft VoIP Portal

1. Log in to the Vanillasoft VoIP portal.
   

   • Note: This portal may display Cloudli branding because it is hosted by Cloudli. All configuration and support are handled by Vanillasoft. For assistance, contact Vanillasoft Support.

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2. Click Reports from the main navigation.
   

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3. Click Contact Center.
   

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4. Select the type of report you want to run from the list of available call center reports.
   

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5. Select a Start and End time to define the date range for the report, along with any other desired options available based on the report type you've selected.
   

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6. The report information will display at the bottom of the page. Click Export to save the report as a .CSV file, or click Print to print the report.
   

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The following call center reports are available in the Vanillasoft VoIP portal. These reports help you analyze contact center performance and individual agent activity:

• Abandoned Calls: This report shows all calls that were abandoned in the queue, including the time the call came in, time it abandoned, which queue, client name, and phone number. You can select a date range to run this report. 

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• Agents-Performance: This report provides detailed insights into individual performance, including inbound/outbound calls, abandoned calls, average talk time, and longest talk time. You can export or print the report once it has been generated. 

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• Agents-Status Log: This report shows individual instances when an agent selected a status. You can use the date range filter to view the agent's name, start and stop time of the status, status selected, and duration. This is a helpful tool to ensure productivity and scheduling compliance. 

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• Agents-Status Summary: Similar to the Agents-Status Log, this report provides a quick view of the total duration of time spent in each status. 

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• Callback Failed: This report shows which calls did not trigger a callback based on your call center configuration. For this report to work, you must ensure that the callback feature is enabled. 

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• Calls to Voicemail: This report shows which calls were not answered in the queue based on your configured max wait times. If your call center has a voicemail fallback, this is where you will see a list of callers who left a voicemail to be followed up on. 

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• Limit Waiting Time Exceeded: This report shows which calls waited in the queue the longest beyond the set wait times. 

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• On Hold Less 30 Seconds: This report shows which calls were answered under 30 seconds and which agent answered the call. 

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• On Hold More 30 Seconds: This report shows which calls were answered above the 30 second threshold and which agent answered the call. 

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• Queue-Performance: This report provides an overview of all your queues with total calls, average wait time, abandoned calls, and average handle time (AHT). It also calculates what percentages of calls were answered, abandoned, and went to voicemail. 

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• Unanswered Calls: This report shows which calls were not answered. This is based on a call being offered to an agent and queue that went unanswered. 

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• Usage: You can use this report to drill down by hour your call queue traffic.

• Review call center reports regularly to identify trends in call volume, wait times, and agent performance.

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• Use the Agents-Status Log and Agents-Status Summary reports to ensure agents are following scheduling and productivity guidelines.

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• Export or print reports for record-keeping, performance reviews, or sharing with stakeholders.

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• Use the Queue-Performance report to optimize staffing levels and reduce abandoned call rates.

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• Review the Calls to Voicemail report regularly to ensure follow-up on missed calls and maintain customer satisfaction.