Call Center Reports Guide
Understanding call center analytics, queue reports, agent performance, and scheduling automated email reports.
Getting Started
Open the portal
Log in at talk.simplefiber.com.
Navigate to Reports
Click Call Center, then click Reports.
Configuring a Report
The report page is split into two sections.
Left side — Report options
Select the report type (Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, or Abandoned). Set the date range and time period.
Right side — Actions
Use the Email Reports, Print, Download, and Table Settings buttons to share or customize the view.
Note: Agents must manually change their status to "online" when starting a shift and "offline" or "end shift" when done. Simply logging into the portal does NOT affect logged-in time tracking. Closing a tab does not log an agent out.
Email Reports
Schedule reports to be emailed automatically on a recurring basis.
Set a schedule
Choose daily, weekly, or monthly delivery.
Choose the report type
Select from Summary, Call Queue, Agent, or Dialed Number.
Add recipients
You can add up to 4 extra email addresses. Optionally attach a CSV of the raw data.
Report Types
Queue Stats
Call volume, calls handled, abandoned calls, and average wait time per queue.
Agent Stats
Calls handled, talk time, missed calls, and outbound attempts per agent.
Agent Availability
A color-coded timeline showing agent online, offline, lunch, and break status throughout the day.
Dialed Number Stats
Statistics organized by DNIS — which number was called by the customer.
Abandoned
A graph of abandoned calls over time with individual call details.
Key Stats Definitions
| Abbreviation | Meaning |
|---|---|
| VOL | Total calls through queue (includes answered, abandoned, forwards, voicemail) |
| CH | Calls answered by an agent |
| CO | Calls that reached queue to be dispatched (includes abandoned, excludes forwards/VM) |
| SL | Service Level — ratio of calls meeting SLA |
| ATT | Average Talk Time (excludes hold) |
| AH | Average Hold Time |
| AHT | Average Handle Time (talk + hold + disposition) |
| AWT | Average Wait Time in queue |
| AC | Abandoned Calls |
| AR | Abandon Rate (AC / CO) |
Need Help?
Our support team is available 24/7. Call us and we'll walk you through it.