Drill into any agent's performance over any date range. Calls made, calls answered, talk time, wrap time, idle time, dispositions, conversions, and productivity metrics — everything you need to manage, coach, and develop your people.
Single agent reports give managers a complete picture of individual performance. Select any agent, choose a date range, and get detailed metrics covering every aspect of their work — from dialling activity to conversion rates.
Total calls made, calls answered, calls connected, no-answers, voicemails, and busy signals. Understand the agent's dialling volume and what percentage of their efforts result in conversations.
Benefit: Separate effort from results — see who's dialling hard and who's connecting effectively.
Detailed breakdown of how the agent spends their day — talk time, wrap time, idle time, break time, and offline time. See percentages and absolute values over any period.
Benefit: Identify time management issues and coach agents toward more productive habits.
Every call outcome logged and categorised — sales, callbacks, not interested, wrong number, and every custom disposition. Conversion rates calculated against contacts reached and calls made.
Benefit: Understand what happens on calls — not just that they happened.
Pull reports for today, yesterday, this week, last month, or any custom date range. Compare performance across periods to spot trends, improvements, or emerging issues.
Benefit: Track progress over time — perfect for probation reviews, performance plans, and coaching sessions.
Select an agent, choose your date range, and the report generates instantly. All data is captured automatically from the platform — no manual logging required from agents or supervisors.
Complete performance snapshot.
Single agent reports replace guesswork with data. When you sit down for a coaching session, you have the numbers in front of you. When an agent says they've been busy all day, you can verify it. When someone's struggling, you can see exactly where — is it call volume, talk time, or conversion?
This level of detail transforms performance management from subjective opinion into evidence-based coaching. Agents respect feedback that's backed by data, and managers make better decisions when they can see the full picture.
The result: targeted coaching that addresses real issues, fair performance reviews backed by evidence, and a culture of accountability across the contact centre.
Evidence. Insight. Improvement.