Contact Center Reporting: What Should You Be Measuring?

Contact Center Reporting: What Should You Be Measuring?

Contact center reporting using the best contact center software has become an essential feature in optimizing the performance of a call center. As businesses seek a more data-driven approach to dealing with customers, contact center reporting features can be a great tool to understand all data at a glance. Learn more about what criteria in contact center reporting are relevant for you. 

What Are the Roles and Responsibilities of a Contact Center?

The roles and responsibilities of a contact center can vary depending on the organization and the type of services they provide. However, some common responsibilities include handling incoming and outgoing calls, emails, and other forms of communication from customers. Contact centers provide customer service, resolve customer complaints, and answer customer questions but, more importantly, contact center reporting.

In addition to customer service, contact centers may also be responsible for sales and marketing. They may make outbound calls to potential customers, promote products or services, and handle sales inquiries.

Contact centers are also responsible for maintaining customer data with contact center reporting and ensuring the privacy and security of customer information. They may use customer relationship management (CRM) systems to track customer interactions and provide a personalized experience to customers.

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What Are KPIs In a Contact Center?

KPI stands for Key Performance Indicator, a metric used in contact centers to measure the success of specific activities or goals. KPIs are often used to track and evaluate the performance of agents, teams, and the overall contact center. These indicators help management to identify areas that require improvement and areas that are performing well.

Some common KPIs in contact center reporting include:

  • Average handling time (AHT): AHT measures the average time an agent spends on a call
  • First call resolution (FCR): FCR measures the percentage of customer issues resolved on the first call.
  • Customer satisfaction (CSAT): CSAT measures customer satisfaction with their experience.
  • Agent utilization rate: The agent utilization rate measures how effectively agents are utilized.

It's essential for contact centers to regularly review and analyze KPI data to identify trends and areas of improvement and to make data-driven decisions to enhance performance. By tracking KPIs, contact centers can focus on providing a better customer experience and improving agent productivity. 

Best Practices for Contact Center Reporting

Effective contact center reporting is essential for ensuring a business meets its customer service goals and delivers a positive customer experience. Here are some best practices for contact center reporting:

Identify Key Metrics

Determine the most critical KPIs for your contact center reporting, such as average handle time, first call resolution, and customer satisfaction. These contact center reporting metrics should align with your business goals and customer needs.

Use Visual Aids

Present data in a visual format, such as graphs or charts, to make it easier to understand and analyze. This can help managers identify trends and make data-driven decisions with contact center reporting.

Monitor In Real-Time

Regularly review contact center reporting in real-time to identify issues or trends that may require attention quickly. This can help managers make timely adjustments to improve performance and customer satisfaction with contact center reporting.

Share Reports with Stakeholders

Share contact center reporting with relevant stakeholders, such as team leaders or executives, to ensure everyone is aligned with business goals and has the information needed to make informed decisions.

Track Performance Over Time

Monitor performance over time to identify areas of improvement and track progress with contact center reporting. This can help managers develop strategies to improve performance and meet customer needs with contact center reporting.

Benefits of Real-time Contact Center Reporting

Real-time contact center reporting provides numerous benefits for businesses, including improved customer service, faster problem resolution, and increased productivity. With real-time contact center reporting, managers can monitor key metrics such as wait times, call volumes, and agent performance in real time, allowing them to identify and address any issues that arise quickly.

Improve Customer Service

One of the primary benefits of real-time contact center reporting is its ability to improve customer service. By providing managers with real-time insights into customer wait times, call abandonment rates, and agent availability, businesses can quickly identify and resolve issues that may negatively impact the customer experience. This can lead to higher customer satisfaction rates and increased customer loyalty.

Prompt Responses

By identifying issues as they arise, managers can immediately address them, whether by reallocating resources or providing additional training to agents. Contact center reporting can help reduce problems' impact on customers and improve overall efficiency.

Increase Productivity

Real-time contact center reporting can increase productivity by enabling managers to track real-time agent performance. By monitoring metrics such as call handling times and first-call resolution rates, managers can identify areas for improvement and provide agents with real-time feedback and coaching. This can help agents improve their performance, ultimately leading to higher productivity and customer satisfaction.

Integration of Contact Center Reporting with Other Business Tools

Integrating contact center reporting with other business tools can provide numerous benefits, including improved efficiency, enhanced customer experience, and increased revenue. 


By integrating contact center reporting with customer relationship management (CRM) software, businesses can gain insight into customer behavior and preferences, allowing them to tailor their approach and provide a more personalized experience. Additionally, integrating contact center reporting with workforce management (WFM) tools can help businesses optimize staffing levels and improve agent performance, leading to increased productivity and reduced costs.


Integration with business intelligence (BI) tools can provide a deeper understanding of the data collected from the contact center, allowing businesses to make more informed decisions and identify areas for improvement. This integration can also lead to better forecasting and planning, as businesses can use historical data to predict future trends and adjust as needed.

Multichannel Support

Furthermore, integration with other communication channels, such as social media and email, can help businesses to provide a more seamless and consistent customer experience with contact center reporting. Contact center reporting can increase customer satisfaction and loyalty and improve brand reputation. 

By leveraging the data collected in the contact center, businesses can gain valuable insights and make informed decisions to achieve their goals. Hence, contact center reporting is an important step in a business development strategy that business owners should pay attention to. Compare the best contact center software with the best contact center reporting features to aid your business through success. 

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