Top 5 Contact Center Reports Supervisors Must Track

With businesses increasingly moving from legacy models to modern contact centers, they are provided with an abundance of data. Managers and business heads who learn to leverage this data can ensure high agent performance and improve overall call center results. As of 2025, supervisors have access to richer, more granular reporting across voice and digital channels—making it essential to focus on the reports that drive the clearest operational decisions.

Call Details Report

As a supervisor, you need to know what is happening in your contact center. The call details report provides a complete, per-call view of activity—what happened, when it happened, how long it took, and how the interaction ended. It is your source of truth for reconstructing events, validating escalations, and identifying patterns that require action.

• Abandoned Call Details: Number and percentage of calls lost because customers couldn’t connect to the contact center or hung up while waiting.
• Call Type: Indicates whether the interaction was inbound, outbound, or manually dialed.
• Call Time: Date and timestamp of when a call was made or received, including time-zone normalization.
• Campaign Name: The campaign associated with the call, helping you distinguish service versus sales performance.
• ACD Call Details: Calls routed via the Automatic Call Distributor (ACD), including queue entered, wait time, and agent connected.
• Disposition/Outcome: Final status of the call (e.g., resolved, callback scheduled, voicemail left), critical for downstream reporting.
• IVR Path Traversal: Menus selected and self-service outcomes to identify drop-off points.
• Ring, Talk, Hold, and Wrap-Up Times: Granular handle time components for performance analysis.
• Transfers and Conferences: Frequency and type of call transfers to assess complexity and training needs.
• Recording Reference: Link or ID to retrieve the call recording for quality audits.

How supervisors use it:

• Reconstruct customer journeys to investigate escalations and resolve disputes quickly.
• Spot anomalies—such as spikes in abandonment or transfer rates—and take corrective action.
• Identify peak hours and common intents to adjust staffing and routing rules.
• Validate adherence to SLAs and compliance requirements using timestamps and disposition trails.

Practical tips:

• Filter by date range, queue, and disposition to pinpoint operational bottlenecks.
• Compare manual vs. campaign dials to optimize outbound strategies.
• Use IVR path data to streamline menus and reduce unnecessary agent transfers.

Agent Performance Report

This report monitors the performance of individual agents assigned to campaigns. For inbound agents, it tracks efficiency and quality metrics that directly affect customer experience and service levels. For outbound campaigns, it highlights productivity, connect quality, and outcomes. Supervisors use this data to identify high and low performers, refine coaching, and allocate work more effectively.

Key metrics for inbound:

• Average Talk Time and Handle Time: Understand effort per interaction and identify outliers.
• Wrap-Up (After-Call Work) Time: Ensure notes and dispositions are completed without inflating handling costs.
• First Call Resolution (FCR): Track resolution on the first touch to gauge quality and training impact.
• Transfers and Holds: Measure frequency and duration to detect skill gaps or process issues.
• Schedule Adherence and Occupancy: Balance availability with workload to meet SLAs without burnout.

Key metrics for outbound:

• Manual Dials vs. Dialer Dials: Evaluate dialing strategy effectiveness.
• Calls Made and Connect Rate: Measure the quality of lists and dialing windows.
• Right-Party Contacts and Conversion Rate: Track meaningful connects and business outcomes.
• Follow-Ups and Callbacks Set: Ensure pipeline continuity and disciplined follow-through.

How supervisors use it:

• Listen to call recordings with the built-in voice logger to pinpoint coaching opportunities for low performers.
• Curate best-practice call snippets from top performers for peer learning and training.
• Align coaching plans with specific metrics (e.g., reducing holds, improving disposition accuracy).
• Pair complex queries with more experienced agents based on transfer and FCR patterns.

Other Important Report Types (Summary)

Although this article focuses primarily on call details and agent performance reports, supervisors consistently rely on a few other report types to run tight operations. Together, these five views give a complete picture of performance and customer experience.

Campaign Reports: These evaluate performance metrics for each campaign and are essential for both sales and service initiatives.

• Goal Alignment: Track KPIs specific to campaign objectives (e.g., sales conversions, collections, renewals, feedback completion).
• Contact Strategy Effectiveness: Assess contact attempts, time-of-day performance, and channel mix to refine outreach.
• List Penetration and Saturation: Understand how deeply a list has been worked and when to refresh it.
• Pacing and Cadence: Optimize dialer pacing to balance agent availability with customer experience.
• Compliance and DNC Adherence: Validate consent, attempt frequency, and calling windows.

How supervisors use it:

• Quickly compare campaigns to reallocate agents toward the highest-impact work.
• Test different scripts and opening statements by tracking conversion outcomes.
• Adjust cadence rules and retry logic when connect rates or outcomes dip.

Queue Reports: These analyze wait times, volumes, and SLA performance for ACD queues, helping balance service quality with efficiency.

• Queue Length and Arrival Patterns: Identify peaks and troughs to plan staffing and intraday changes.
• Average Speed of Answer (ASA) and Service Level: Track responsiveness against targets.
• Abandonment Rate and Patience Threshold: Understand when customers hang up and why.
• Occupancy and Utilization: Ensure agents are properly loaded without overextension.
• Callback Uptake and Success: Evaluate the effectiveness of offering queue callbacks during spikes.

How supervisors use it:

• Fine-tune routing priorities and overflow rules to protect SLAs.
• Enable or expand callback options when abandonment trends rise.
• Coordinate with workforce management to shift breaks and huddles away from peak windows.

Real-Time Dashboards: These provide up-to-the-minute visibility into operations and agent activity. As of 2025, real-time views are critical for hybrid and remote supervision.

• Live Queue Status: Current calls waiting, longest wait, and imminent SLA breaches.
• Agent State Monitoring: Who is available, busy, on break, or in after-call work.
• Incident Signals: Rapid detection of carrier issues, sudden drops in connect rates, or surges in abandonments.
• Intraday Trends: Rolling averages of handle time, wait time, and connect quality to inform immediate actions.
• Cross-Channel View (where applicable): Voice alongside chat or messaging queues to balance workload.

How supervisors use it:

• Trigger intraday moves—shift agents between queues, adjust routing, or enable queue callbacks.
• Send wallboard alerts or nudges to improve adherence and responsiveness.
• Spin up short coaching huddles when a metric drifts (e.g., spike in holds or transfers).

Together, these reports—Call Details, Agent Performance, Campaign, Queue, and Real-Time Dashboards—help supervisors optimize resource allocation, improve customer satisfaction, and enhance operational efficiency. By focusing on what each report uniquely reveals, leaders can pinpoint training needs, refine processes, and intervene in the moment when it matters most.

This article reflects the key content of “Top 5 Contact Center Reports Supervisors Must Look At” from Ameyo by Exotel’s blog and emphasizes the essential reports and parameters that are critical for effective supervision. When paired with robust voice logging, quality monitoring, and unified analytics, these reports provide a clear line of sight from data to action—ensuring consistent performance and better customer outcomes.