How Reporting Works¶
Daktela records everything that happens in your contact centre: every call, chat, email and ticket, how long customers waited, how long agents worked and paused, and how customers rated you. Several tools show that data, each for a different question and a different person. A supervisor watching today's queue needs a live screen. A manager reviewing last month needs a period report. An owner wants a weekly email.
This page explains which tool answers which question, lists the common contact-centre KPIs with where to find each one, and explains why "service level" can mean three different numbers. When you are ready to set things up, follow Measure Your Contact Centre.
The Measurement Toolbox¶
| Tool | What it answers | Who it's for | Time horizon |
|---|---|---|---|
| Dashboard | "How am I doing today?" Personal counts, missed and postponed activities, queue load. The layout comes from the user's profile. | Agent | Live / today |
| Realtime | "Who is available, what is waiting, who needs help right now?" Includes monitoring, whisper and barge. | Supervisor, team leader | Live |
| Wallboards | A shared full-screen board: service level today, queue load, waiting activities, agent states. Can also show statistics, analytics and one-metric widgets. | Agent floor, supervisor | Live / today |
| Statistics | "What happened between these two dates?" About 95 ready-made reports by queue, user, time, status or category. Export to PDF or Excel. | Supervisor, manager | Period (fixed dates) |
| Analytics | Your own KPIs: pick a dimension and metrics, or build your own metrics from formulas. Relative time ranges, so an analytic stays current. Data refreshes every 5 minutes. | Manager, analyst, owner | Period (relative) |
| Reports | A saved bundle of statistics and analytics with a relative time range, and a schedule to email it daily, weekly or monthly. | Manager, owner | Period (relative), pushed by email |
| Listings: Activities, CDR, Sessions, User tracing | "Show me the individual records." Every activity, every call (including calls that ended in the IVR), every login and pause session, an agent's day as a timeline. Export to Excel or CSV. | Supervisor, analyst | Any period, record by record |
| QA reviews and AI QA | "How good were the conversations?" Scores from your QA forms, filled in by reviewers or by AI. See How Quality Works. | Team leader, QA manager; agents see their own reviews | Period |
| NPS and CSAT surveys | "How happy are customers?" NPS is built in for email and web chat. CSAT surveys are submitted through the API. | Manager, owner | Period |
| AI Topics | "Why are customers contacting us?" AI reads conversations, extracts answers or sets statuses, and the results show in the AI topics statistics. | Manager, owner | Period |
Statistics, Analytics or Reports?
Start with Statistics. They are ready to use and cover most questions. Use Analytics when you need a number Statistics doesn't show, for example a ratio of two metrics. Use Reports to save your favourite statistics and analytics in one place and have them emailed.
Who can open which tool is set in Profiles. The Statistics area covers statistics, reports, analytics and metrics. The Application area covers Realtime, Wallboards and monitoring. The Listings area covers listings and QA reviews.
KPI Catalogue¶
The table lists the KPIs contact centres most often track and where to find each one in Daktela. Names in italics are the exact statistic, column or metric names you will see.
Availability:
- Native: works out of the box.
- Needs configuration: the data only appears after you set something up (linked in the last column).
- Build it yourself: combine existing metrics in Analytics.
- Not available: Daktela has no direct metric. A proxy is suggested.
| KPI | What it means | Where in Daktela | Availability |
|---|---|---|---|
| Service level (calls) | Share of calls answered within a target time, for example 80% within 20 seconds. | Wallboard widget Service availability (SLA and SVL) β SLA. Statistics SLA intervals, Call SLA intervals by queues / by time. Calls by queues / time / users β Answered Calls β Within SLA. | Native. The threshold is set per statistic or widget, see below. |
| Service level (chats, messaging) | The same for web chat, SMS, Messenger, WhatsApp, Viber and Instagram DM. | WEB / SMS / FBM / WAP / VBR / IG SLA intervals by queues / by time. The Service availability widget also covers these queues. | Native |
| Average wait (ASA) | How long customers wait before an agent answers. | Calls by queues / time β Wait time β Avg. / Max. (all calls, answered and unanswered). Chat statistics β Avg. wait time. Analytics Call waiting time AVG. | Native |
| Abandonment | Callers who hung up before being answered. | Calls by queues / time / users β Unanswered Calls β Total (with % of all calls), Within SLA / After SLA (short and long abandons), IVR exit. Use the Skip hung up filter to leave out very short abandons. Predictive campaigns: Campaigns by β¦ β Abandoned. | Native in Statistics. For a wallboard tile, build it yourself. |
| Average handle time (AHT) | Average time an agent spends on one contact, including after-call work. | Call Work by queue / user / time β Call β Average duration (from opening to closing the call activity). Other channels: Activity times by queues / users β Average duration. | Native. In Analytics, build it yourself. |
| Talk and hold time | Time spent talking to the customer and with the customer on hold. | Calls by queues / time / users β Talk time, Hold time. | Native |
| After-call work (ACW) | Time between the end of the call and closing the activity: notes, status, form. | Call Work by β¦ β After call work. | Native. Limit it with the queue's Form save time. |
| First contact resolution (FCR) | Share of issues solved in the first contact. | No direct metric. Proxies: Ticket resolution rate by β¦ (tickets closed after 1, 2 β¦ 10+ activities). Answered Calls β Unique versus Total (repeat callers). An AI Topics question such as "Was the issue resolved?". | Not available (proxy) |
| Occupancy | Share of available time agents spent working on activities. | Ready sessions β Occupancy = (ready time β unpaid pause time β idle) / (ready time β unpaid pause time). | Needs configuration: mark pauses as paid or unpaid. |
| Login, ready and pause time | How agents spend their logged-in time. | Ready sessions, Pause sessions by users / time, Queue sessions by queues / users. Record level: Sessions, User tracing. | Native. Breakdown by pause type needs custom pauses. |
| Rejected or missed calls per agent | Calls that rang at an agent and weren't picked up. | Calls by users β Unanswered Calls β Rejected. | Native |
| CSAT | Customer satisfaction score from a survey. | Individual surveys in Listings β CSAT surveys and on the activity or ticket. There is no CSAT statistic. | Needs configuration: CSAT forms plus an API integration. Totals: not available, so analyse exported data. |
| NPS | Net Promoter Score: % promoters (9β10) β % detractors (0β6). | NPS rating by queue / time / user β Net Promoter Score. | Needs configuration: an NPS survey template on the email queue or web chat routing. Not available for calls. |
| QA score | Average quality score from reviews. | QA rating by queue / user β Avg. score, filterable by QA Form. | Needs configuration: QA forms linked to queues, and reviews or AI QA. |
| Volume by channel, hour and weekday | When and where your contacts come in. | Activity counts by time with the Timescale filter (hour of day, day of week, β¦). Calls by time, Inbound calls by local numbers, IVR options. | Native |
| Missed calls and callbacks | Whether and how fast you called back customers you missed. | Missed calls β Called In / Called After / Not Called, Answered Callbacks, callback delay. | Needs configuration: Missed activities on the queue. |
| Ticket backlog | Whether tickets are piling up. | Tickets by time / categories / β¦ β Backlog (created minus closed). Wallboard Tickets overview widget. | Native |
| Ticket SLA and first response | Whether tickets are answered and solved before their deadlines. | Tickets by time / categories / accounts / statuses / users β Closed β SLA in / SLA out, Responded SLA in / out, Time to first response, Time to close. Ticket solution time limit by β¦. | Needs configuration: an SLA and working hours on the ticket category. |
| Campaign contact rate and conversion | How many records you reached and what the outcome was. | Campaigns by queues / users / time / β¦ β Calls β Answered vs Total, Records β Done, Resched.. Outcomes: Campaign statuses by queues / users. Value of sales: a custom field metric on a numeric campaign-record field. | Native. Outcomes need statuses. |
| Contact reasons | Why customers contact you. | Activity counts by statuses, Activity statuses by queues / users, AI topics by queues / time / users. | Needs configuration: statuses linked to queues, or AI Topics. |
| Chatbot containment | Chats the bot handled without reaching an agent. | Web chatbot by time / by decision tree β Handled (went through a decision tree and never reached a queue) vs Total. | Native |
Planning staff from these numbers
Forecasting how many agents you need from call volume and AHT against a service-level target is done in Daktela WFM, a separate product. It currently forecasts inbound calls only.
Service Level vs SLA: Three Different Numbers¶
"Service level" and "SLA" appear in several places in Daktela, and they don't all measure the same thing. Two people can look at "SLA" for the same queue and day and see different percentages. This section explains why.
1. The SLA Filter in Call Statistics¶
Calls by queues, Calls by time, Calls by users and Inbound calls by local numbers have an SLA filter, set in seconds. The default is 20 seconds. It belongs to the statistic you are viewing: it is not a queue setting, and each statistic, report or wallboard item can use a different value.
- Answered Calls β Within SLA: calls answered with the caller waiting up to the threshold (inclusive).
- Unanswered Calls β Within SLA: callers who hung up before the threshold.
The percentage next to each number is a share of all calls, answered and unanswered. It is not the service level. The statistic's own description warns about this.
2. The SLA Intervals Statistics¶
SLA intervals, Call SLA intervals by queues / by time and the chat equivalents show what share of all interactions were answered within each interval (by default 10, 20, 30 β¦ 120 seconds), cumulatively. Use them to answer "what share of calls did we answer within 30 seconds?" for any threshold at once.
3. The Service Availability Wallboard Widget¶
The Service availability (SLA and SVL) widget shows two numbers per queue or queue group, by default counted from midnight today. It covers inbound call queues and chat and messaging queues.
- SVL (service level, or availability) = answered Γ· (all incoming β abandoned within the abandon threshold). This is the share of contacts you answered at all.
- SLA = answered within the SLA Threshold Γ· (all incoming β abandoned within the abandon threshold β abandoned after the abandon threshold but within the SLA Threshold). In practice, callers who hung up before the SLA threshold don't count against you.
The SLA Threshold defaults to 20 seconds. Skip (Abandon Threshold) sets how many seconds of waiting count as "too short to answer". Target SLA and Target SVL thresholds turn the numbers orange or red. See Wallboards.
Because the widget leaves out short abandons and the statistics divide by all calls, the widget's SLA is usually higher than Answered Calls β Within SLA % for the same queue and day.
Ticket SLA Is Something Else¶
For tickets, SLA means deadlines: how long agents have to respond to and solve a ticket, per priority, counted only within the category's working hours. It is set in Settings β Tickets β SLA and attached to a ticket category. It drives the SLA in / SLA out columns in ticket statistics. See SLA.
Agree one threshold and save it
Decide as a team what "answered on time" means, for example 20 seconds for calls and 60 seconds for chats, and which number is the service level you report (usually the wallboard SLA, or the SLA intervals statistic). Then save it: in Reports, set the SLA filter on each statistic and save the report, and set the same SLA Threshold on your wallboard widget. Everyone then reads the same number.
See also the glossary entries Service level and SLA.
Before You Start¶
- Access: your profile needs the Statistics area for statistics, analytics and reports, and the Application area for Realtime and Wallboards.
- Data that means something: statuses, pause types, recording, missed activities and ticket SLAs must be set up before the numbers are useful. Measure Your Contact Centre lists them.
- A goal: decide which three to five KPIs matter for your business before building reports.
Ready? Continue to Measure Your Contact Centre.