---
title: "Performance"
description: "Performance reports are a report category where you can review call center operations from different perspectives, including call, queue, and customer representative performance."
section: "Reports / Management Reports"
site: "Netsipp Knowledge Base"
language: en
url: https://docs.netsipp.com/en/raporlar/yonetim-raporlari/performans
---

# **Performance**

Performance reports are a report category where you can review call center operations from different perspectives, including call, queue, and customer representative performance. Through these reports, you can access data related to call volume, answer and abandonment rates, service level, talk and waiting times, and customer representative performance.

- To access this report category, follow **Reports > Management Reports > Performance**.
- This category includes the **Overview, Call Search & Details, Organization Analysis, Queue Analysis, Agent Analysis, Outbound Call Analysis, SLA & Late Answering, Unanswered Calls, AHT & Hold, After Call Work (ACW), Queue Status**, and **Personnel View at Queue Entry** reports.

## **1. Overview**

**Overview** is a report where you can track the key performance indicators of the call center operation on a single screen. You can review call volume, answer and abandonment rates, SLA, waiting and talk times, and the number of active customer representatives. You can also evaluate changes in call volume over time and the distribution of call types.

- To access this report, follow **Reports > Management Reports > Performance > Overview**.
- You can select the period you want to review from the **Date** field at the top of the screen.

**The report includes the following information:**

- **Total Calls:** The total number of calls made during the selected period.
- **Incoming Calls Reaching an Agent %:** The percentage of incoming calls that reached a customer representative.
- **Abandon %:** The percentage of calls that ended without being answered by a customer representative after entering the queue.
- **AHT:** The average call handling time, including talk, hold, and post-call work times depending on system settings.
- **After Call Work:** The average time spent on call-related tasks after the conversation is completed.
- **Avg. Wait:** The average time calls spend in the queue before being connected to a customer representative.
- **SLA %:** The percentage of calls answered within the defined service level period.
- **Ended Before Reaching an Agent:** The number of calls that ended without reaching a customer representative.
- **Active Agents:** The number of customer representatives who were active during the selected period.

**What Makes Up the Average Talk Time?**

This section allows you to review the components that make up the average talk time separately.

- **Talk:** The average duration of the conversation with the customer during the call.
- **Hold:** The average time the customer spends on hold during the conversation.
- **After Call Work:** The average time spent on tasks performed after the conversation is completed.

**Traffic Trend (Hourly)**

**Traffic Trend** is a graph where you can review changes in call traffic by hour throughout the day. You can use this graph to track the time periods when call volume increases or decreases.

**Call Type Distribution**

**Call Type Distribution** is a graph where you can review the distribution of calls by type. You can evaluate the distribution of calls within the total traffic according to call type.

## **2. Call Search & Details**

**Call Search & Details** is a report where you can review the details of calls made within the selected date range. You can track the direction of incoming and outgoing calls, the call type, the queue or menu through which the call passed, its result, and the customer representative who answered the call. You can also access waiting, talk, hold, and after-call work durations, as well as the call recording if available.

- To access this report, follow **Reports > Management Reports > Performance > Call Search & Details**.
- You can select the period you want to review from the **Date** field at the top of the screen and filter calls using the **Direction, Result Class**, and **Call Recording** fields.

**The report includes the following information:**

- **Date / Time:** The date and time when the call took place.
- **Caller:** The phone or extension number that initiated the call.
- **Called:** The phone, service, or extension number to which the call was directed.
- **Direction:** Indicates whether the call was incoming or outgoing.
- **Call Type:** Information about the type of call, such as a call entering a queue, an outgoing call, or a greeting menu (IVR) call.
- **Where It Passed:** The queue or menu through which the call passed during the process.
- **Result:** The status in which the call ended, such as answered, abandoned, unanswered, or completed.
- **Result Class:** The class under which the call result is evaluated within the system.
- **Answered By:** The name and extension number of the customer representative who answered the call.
- **Wait:** The time the call waited before being answered.
- **Talk:** The total talk time of an answered call.
- **Hold:** The total time the call remained on hold during the conversation.
- **After Call Work:** The time spent by the customer representative on call-related tasks after the conversation is completed.
- **Call Recording:** The section where the call recording can be played for calls with an available recording.

## **3. Organization Analysis**

**Organization Analysis** is a report where you can review call center performance based on the organizational structure. You can track key indicators such as incoming and outgoing calls, answer and abandonment rates, SLA, waiting and handling times. You can also compare department performance and review the results of unanswered calls.

- To access this report, follow **Reports > Management Reports > Performance > Organization Analysis**.

**The report includes the following information:**

- **Total Calls:** The total number of calls made during the selected period.
- **Incoming:** The total number of incoming calls made during the selected period.
- **Outgoing:** The total number of outgoing calls made during the selected period.
- **Answer Rate:** The percentage of incoming calls that were answered.
- **Abandonment Rate:** The percentage of calls that ended without being answered while waiting in the queue.
- **SLA (Service Level):** The percentage of calls answered within the defined service level period.
- **Avg. Wait:** The average time calls spend in the queue before being answered.
- **AHT (Avg. Handling Time):** The average handling time required to complete a call.
- **Avg. Ring:** The average ringing time before calls are answered or terminated.
- **Longest Wait:** The longest time a call spent waiting in the queue during the selected period.
- **Callback Required:** The number of calls that need to be called back.
- **24H Repeat Callers:** The number of calls associated with customers who made another call within 24 hours after the initial call.
- **Transfer Rate:** The percentage of calls transferred to another customer representative or destination.
- **Active Agents:** The number of customer representatives who were active during the selected period.
- **Missed Call Breakdown:** The section showing the number of calls abandoned in the queue, ended without being answered, unable to connect due to a busy status, or unsuccessful for other reasons.
- **Department Performance:** The section showing department performance data such as calls, answer and abandonment rates, waiting and talk times, as well as the number of assigned agents and queues and result scores.

## **4. Queue Analysis**

**Queue Analysis** is a report where you can review the performance of call queues in detail. You can track incoming and outgoing call counts, answered and abandoned calls, and talk and waiting times by queue. You can also compare the distribution of customer representative calls across different queues.

- To access this report, follow **Reports > Management Reports > Performance > Queue Analysis**.

**The report includes the following information:**

- **Calls:** The total number of calls made during the selected period.
- **Answered:** The total number of answered calls.
- **Total Talk:** The total talk time of answered calls.
- **Avg. Talk:** The average talk time of answered calls.
- **Abandoned:** The number of calls that ended without being answered after entering the queue.
- **Total Wait:** The total waiting time of incoming calls in the queue.
- **Avg. Wait:** The average waiting time of incoming calls in the queue.
- **SLA %:** The percentage of calls answered within the defined service level target.

**Queue-Based Data**

- **Queue:** The queue associated with the call data.
- **Total Calls:** The total number of calls received by the relevant queue.
- **Answered:** The number of calls answered in the relevant queue.
- **Abandoned:** The number of calls that ended without being answered in the queue.
- **Timeout:** The number of calls that timed out because they exceeded the defined waiting time.
- **Moved to Another Destination:** The number of calls redirected from the relevant queue to another destination.

**Queue-Based Agent Table**

The **Queue-Based Agent Table** displays selected metric values for customer representatives by queue and the totals of these values. It also allows you to review the total number of outgoing calls made by customer representatives.

## **5. Agent Analysis**

**Agent Analysis** is a report where you can review the call performance of customer representatives within the selected date range. You can track incoming and outgoing call counts, talk times, and average call handling time. You can also compare performance by period, day, or specific time intervals.

- To access this report, follow **Reports > Management Reports > Performance > Agent Analysis**.

**The report includes the following information:**

- **Agent:** The total number of customer representatives who performed call operations during the selected period.
- **Total Calls:** The total number of calls handled by customer representatives.
- **Incoming Answered:** The total number of incoming calls answered by customer representatives.
- **Outbound Calls:** The total number of outgoing calls made by customer representatives.
- **AHT:** The average handling time spent on a call.
- **Total Talk:** The total talk time of answered calls.

**Agent-Based Performance Table**

The **Agent-Based Performance Table** is a performance section showing the number of incoming and outgoing calls and the total and average talk times of customer representatives. It allows you to compare incoming call answering and talk times with outgoing call counts.

## **6. Outbound Call Analysis**

**Outbound Call Analysis** is a report where you can review the performance of outgoing calls. You can track the answer status, ringing times, and talk times of calls. You can also compare outbound call performance by customer representative.

- To access this report, follow **Reports > Management Reports > Performance > Outbound Call Analysis**.

**The report includes the following information:**

- **Total Outbound:** The total number of outgoing calls made.
- **Answered:** The number of outgoing calls answered by the other party.
- **Unanswered:** The number of outgoing calls not answered by the other party.
- **Busy:** The number of calls that could not be connected because the called number was busy.
- **Failed:** The number of outgoing calls for which a successful connection could not be established.
- **Avg. Ring:** The average ringing time of outgoing calls.
- **Avg. Talk:** The average talk time of answered outgoing calls.

**Agent-Based Outbound Calls Table**

The **Agent-Based Outbound Calls** section includes the customer representative who made the outgoing calls, the total number of outgoing calls, and the number of answered and unreachable calls. It also displays the average ringing time of outgoing calls and the average talk time of answered calls.

## **7. SLA & Late Answering**

**SLA & Late Answering** is a report where you can review whether calls are answered within the defined service level targets and examine calls that were answered late. You can track SLA performance by hour and by queue.

- To access this report, follow **Reports > Management Reports > Performance > SLA & Late Answering**.

**Queue × Hour SLA Heatmap**

**Queue × Hour SLA Heatmap** is a section where you can review the hourly SLA performance of queues. SLA is the ratio of calls answered within the defined threshold time to all calls entering the queue. This time can be changed from the **Targets & Thresholds** screen. Since queue-specific service level settings take priority, different SLA thresholds can be used across queues.

**Calls with SLA Violations**

This section includes information such as the call's start date and time, the reason why the call was included in the SLA violation list, the unique tracking number **Linked ID** assigned within the system, the queue where the SLA violation occurred, the source or phone number from which the call was made, and the time the call waited before being answered in the relevant queue.

## **8. Unanswered Calls**

**Unanswered Calls** is a report where you can review the reasons why incoming calls could not be answered. You can track situations such as calls that were never answered, calls not answered by a customer representative, calls terminated by the caller, or calls that could not be answered because the extension was busy.

- To access this report, follow **Reports > Management Reports > Performance > Unanswered Calls**.

**The report includes the following information:**

- **Never Answered Call:** The number of calls that were not answered by any extension despite the phone ringing.
- **Agent Did Not Answer:** The number of calls that were routed to a customer representative but were not answered by the representative.
- **Caller Hung Up:** The number of calls terminated by the caller before being answered by a customer representative.
- **Extension Busy:** The number of calls that could not be answered because the extension to which the call was routed was busy.

**Unanswered Calls by Extension Table**

The **Unanswered Calls by Extension Table** includes the agent or extension to which calls were routed, the percentage of unanswered calls, and the number of calls that were answered, not answered, terminated by the caller, or unanswered because the extension was busy.

## **9. AHT & Hold**

**AHT & Hold** is a report where you can review the average handling times of calls and the components that make up these durations. You can also compare duration distributions and differences between queues.

- To access this report, follow **Reports > Management Reports > Performance > AHT & Hold**.

**The report includes the following information:**

- **AHT:** The average call duration, including talk, hold, and, optionally, after-call work times.
- **Incoming AHT:** The average handling time of incoming calls.
- **Outgoing AHT:** The average handling time of outgoing calls.
- **Avg. Talk:** The average talk time of answered calls.
- **Median Talk:** The duration at the midpoint of the distribution when talk times are sorted.
- **Long Talk Threshold:** The time limit used to determine long conversations.
- **ACW:** The average time spent on call-related tasks after the conversation.
- **Hold Rate:** The percentage of time spent on hold during the conversation relative to the call duration.

**Duration Distribution**

**Duration Distribution** is a graph where you can review how calls are distributed across specific duration ranges. Data can be displayed according to **Talk, Wait**, and **Ring** options.

**AHT Components by Queue**

**AHT Components by Queue** is a graph where you can compare the distribution of call handling times across queues.

## **10. After Call Work (ACW)**

**After Call Work (ACW)** is a report where you can review the time customer representatives spend on call-related tasks after the conversation is completed.

- To access this report, follow **Reports > Management Reports > Performance > After Call Work (ACW)**.

**The report includes the following information:**

- **Average Duration:** The average after-call work duration of the measured calls.
- **Median Duration:** The duration at the midpoint of the distribution when ACW durations are sorted.
- **Long Tail (95%):** The duration threshold corresponding to 95% of after-call work durations.
- **Total Duration:** The total time spent on after-call work during the selected period.
- **Measured Calls:** The total number of calls included in the ACW calculation.
- **Share of Talk Time:** The percentage share of after-call work duration within the total talk time.

**Longest After Call Work**

This section includes information such as the call start date and time, the unique **Call ID** assigned to the call by the system, the customer representative who handled the call, and the phone number used for the conversation. It also displays the total talk time of the call and the **After Call Work (ACW)** duration spent on tasks performed after the call was completed.

## **11. Queue Status**

**Queue Status** is a report where you can review the status of customer representatives available when calls enter queues and its relationship with call results. You can track answered and abandoned calls in queues and review situations where there is an insufficient number of customer representatives.

- To access this report, follow **Reports > Management Reports > Performance > Queue Status**.

**The report includes the following information:**

- **Staffing Shortage (%):** The percentage of calls for which there was no available customer representative when the call entered the queue.
- **Abandonment Increase (x):** The value representing the increase in the abandonment rate when no available customer representative is present.

**By Queue**

The **By Queue** section includes the queue to which calls were routed, the total number of calls entering the relevant queue, and the number of calls answered by a customer representative and terminated while waiting in the queue. It also displays the number of calls that left the queue because they exceeded the defined waiting time, the number of calls that continued to the next step through the **Continue** operation, and the number of queue entries for which no customer representative was available to provide service when the call arrived.

## **12. Personnel View at Queue Entry**

**Personnel View at Queue Entry** is a report where you can review the current status of customer representatives when calls enter the queue and its relationship with call results. You can evaluate the number of available, busy, and on-break representatives together with call volume and abandoned calls on an hourly basis.

- To access this report, follow **Reports > Management Reports > Performance > Personnel View at Queue Entry**.

**Today – Personnel Status at Queue Entry**

This section summarizes the average personnel status when calls enter the queue. The average number of extensions and available representatives, the percentage of employees on break, and critical hour information can be tracked from this section.

**Hourly Staffing, Incoming Calls and Abandonment**

**Hourly Staffing, Incoming Calls and Abandonment** is a section where you can review customer representative status at the time calls enter the queue together with hourly call and abandonment data. You can view the number of customer representatives who are available to handle a call, busy with another conversation, or on break when a call enters the queue.

**Hourly Call Count – Answered / Abandoned**

This section allows you to review the number of answered and abandoned calls during specific time intervals. You can view the number of calls answered by customer representatives and the number of calls that ended without being answered during the relevant time interval.

**Available Extensions at Entry → Abandonment Rate**

This graph is a section where you can examine the relationship between the number of available extensions when a call enters the queue and the abandonment rate of calls. It allows you to evaluate changes in the number of available customer representatives together with changes in the abandonment rate.

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## Full documentation

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