Reporting
This document explains the definition and calculations performed in QContact’s standard reports
Agent Productivity
The agent productivity report gives valuable information on the productivity of your agents based on your specific filters.
Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. |
To | A date with time representing the end of your query time range. No information newer than this date is used. |
Departments | Specific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included. |
Users | Specific users you wish the information to be limited to. Selecting users ‘X’ and ‘Y’ for example will result in information for only those users. Specifying no users means all users will be included. Note that combining the users filter with the departments filter results in productivity for the specific users under the specific departments. For example, selecting user ‘X’ and department ‘A’ will only show the productivity user ‘X’ has under department ‘A’. |
Output
Name | Description |
Label | Agent’s Name |
Total | Total amount of incoming interactions successfully offered to the agent or outbound interactions made by the agent. Note that inbound interactions that failed offering, for instance the agent not answering on time or it being a voice interaction without the agent having a connected voice device, are not counted. |
Ans | Total amount of answered interactions. |
Pres | Amount of dispositions applied that are presentations. |
DMC | Amount of dispositions applied that are decision making contacts. |
Sale | Amount of dispositions applied that are sales. |
Pres (%) | The percentage of your total calls dispositioned as presentations. |
Conv (%) | The percentage of decision-making contacts converted into sales. |
Warm | Amount of warm transfers. |
Blind | Amount of blind transfers. |
Talk Time | Total duration agent has spent communicating. Note this sum does not include spent in wrap up. |
Wrap Up Time | Total duration agent has spent in wrap up. This is the time between the end of the interaction and the moment the agent dispositions the interaction if a disposition is required. |
Wait Time | Total duration an agent has spent on queue waiting for a call. |
Idle Time | Total duration an agent has spent in the idle status. This means the agent is not on queue or paused. |
Pause Time | Total duration an agent has spent in the pause status. |
Dialler (%) | The average duration an agent has spent in the following states: on queue, communicating or wrap up based on the total amount of time they have spent in all states while logged in. |
Occupied (%) | The average duration an agent has spent on interactions (communicating and wrap up) based on total amount of time they have spent in all states while logged in. |
Case Summary
The case summary report gives insight on the processing of cases per category within a given timeframe.
Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. |
To | A date with time representing the end of your query time range. No information newer than this date is used. |
Category | Optional case category to only consider cases of said category in the final result. |
Output
Name | Description |
Cases Opened | Amount of cases opened within the timeframe. |
Cases Resolved | Amount of cases closed within the timeframe. |
Still Open | Amount of cases still open within the timeframe. |
Average First Reply | Average amount of time for agents to initially reach out to clients. |
Average Time To Close | Average amount of time for cases to close within the timeframe. |
Conversation History
The conversation history report gives a detailed breakdown of all conversations occurred based on the provided filters.
Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. |
To | A date with time representing the end of your query time range. No information newer than this date is used. |
Types | The channel types to filter by. When channel types are provided only conversations with those channels will be in the result. Specifying none will mean all channel types are included. |
Departments | Specific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included. |
Dispositions | Specific dispositions that must occur in the resulting conversations. Multiple dispositions can be present on a conversation. Specifying none will mean all dispositions are included. |
Users | Specific users that must occur in the resulting conversations. Multiple users can be present on a conversation. Specifying none will mean all users are included. |
Contact Method | The contact method relevant to the conversation. A telephone number or an email for example. Using this filter allows to view conversations from a specific contact. Specifying none will mean all contact methods are included. |
Direction | The direction of the conversation. Using this filter allows to view specifically inbound/outbound interaction containing conversations. |
Output
Name | Description |
Started | The time the conversation initially started. |
Duration | The duration of the conversation being live. |
Departments | The departments the conversation went through. |
Users | The users that were offered the conversation or were an active participant in the conversation. |
Dispositions | The dispositions applied to the conversation. |
Contact Methods | The contact methods of the contacts involved with the conversation. |
Referral Source | The referral source from which the conversation spawned if any was used. |
CSAT | Customer satisfaction rating. |
Expanded breakout

Clicking on a conversation will expand it to show more details as seen in the screenshot above. It shows all participants and the extent of their individual involvement.
When a conversation recording is uploaded, the cassette icon to the right of the referral source column will become clickable to listen to the recording as seen in the screenshot below.

Lead Statuses
The lead statuses report gives an overview of the amount of contacts that exist in a particular lead status. This report can also be used to view the actual contacts in this status by clicking on the rows you are interested in and can be used a shortcut to quickly go to that contact’s page.
Filters
Name | Description |
Lead Status | The lead statuses for which the information should be returned. If none are specified all lead statuses will be provided. |
Output
Name | Description |
Label | Lead Status. |
Total | Amount of contacts in this status. |
Queue History
The queue history report gives an overview of all conversations that were queued based on the provided filters. Each row can be expanded to provide the conversation breakdown like on the conversation history report.
Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. |
To | A date with time representing the end of your query time range. No information newer than this date is used. |
Departments | Specific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included. |
Type | The type of conversations the information should reflect offering 3 choices: All interactions, Only Answered Interactions, Only Not Answered Interactions |
Output
Name | Description |
Contact Method | The contact methods of the contacts involved with the conversation. |
Start | The time the conversation initially queued. |
Users | The users that were offered the conversation or were an active participant in the conversation. |
Department | The departments the conversation went through. |
Queue Time | The duration the conversation spent queued. |
Conversation Duration | The duration the conversation spent alive. |
Was Answered | Whether the conversation got answered or not. |
Queue Performance
The queue performance report gives insight into inbound queued interactions. It’s broken down into amount of answered queued interactions as well as abandoned queued interactions. An interaction is considered abandoned when the interaction initiator hangs up while queued.
The ‘Answered & Lost Interactions’ graph shows a timeline with how many queues got answered and how many were abandoned. It also shows ‘SLA’ which is the percentage of answered queued within that timeframe.
The ‘Average Queue Time & Lost Queue Time’ graph shows a timeline with the average durations of answered and abandoned queues.
Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. |
To | A date with time representing the end of your query time range. No information newer than this date is used. |
Departments | Specific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included. |
Duration | A minimum duration to filter out abandoned queues that have taken less than the set duration as to not consider them as participants for the report. |
SLA Target | Optional timespan limit for the interactions considered in the SLA score calculation. If the value provided is 2 minutes for example, interactions answered over 2 minutes of queue time will not be considered in the calculation. |
Include Calls Still In Progress | Include live interactions in the calculations. If this is unchecked the report will generate results using only interactions with an outcome. |
Exclude Lost In SLA | Disregard abandoned calls when calculating SLA. |
Filter On Answered Time Rather Than Start Time | By default the report will consider interactions that were created within the provided timeframe. If this option is checked it will instead look for interactions answered within the provided timeframe. |
Output
Name | Description |
Time | Time frame. |
Incoming | Total inbound queues. |
Lost | Total abandoned inbound queues. |
Lost % | Percentage of how many queues were abandoned. |
AVG Lost | Average duration of abandoned queues. |
Max Lost | Longest duration of abandoned queues. |
AVG Queue | Average duration of queues. |
Max Queue | Maximum duration of queues. |
AVG Talk Time | Average time spent communicating on the answered queues. |
Max Talk Time | Longest time spent communicating on the answered queues. |
User Activity
The user activity report gives insight into the user’s daily activities. It visualizes a timeline displaying the states the user was in. Hovering over the timeline with the mouse shows more detailed information as to what the status of the activity is, when it started and how long it lasted as seen on the screenshots below.


Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. The ‘To’ is always automatically set to the end of the same day for this report. |
User | The user whose activity the report should display. |
Chatbot Activity
The chatbot activity report gives insight into the usage of chatbots. The report displays the amount of knowledgebase articles handled grouped by brands, bots as well as their categories and individual knowledgebase articles.
Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. |
To | A date with time representing the end of your query time range. No information newer than this date is used. |

Contact Activity
The contact activity report gives insight into the communication with contacts over different channel types. The report can be set to show from either contact or agent perspective.
Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. |
To | A date with time representing the end of your query time range. No information newer than this date is used. |
Show By | Option to base the result on either contact or agent perspective. |
View | (Contact Perspective Only) A custom list view of which the filters can be applied to the result data. |
Output
Name | Description |
ID | (Contact Perspective Only) The contact’s ID. |
Contact | (Contact Perspective Only) The contact. |
User | (Agent Perspective Only) The Agent. |
Calls | Amount of voice interactions. |
Texts | Amount of SMS interactions. |
Socials | Amount of social type interactions (Facebook, Twitter, …). |
Callbacks | Amount of callback interactions. |
Public Notes | Amount of public notes added. |
Private Notes | Amount of private notes added. |
Lead Status Changes | Amount of lead status changes. |
Summary of Productivity
The summary of productivity report gives a lot of details regarding an organization’s productivity.
Filters
Name | Description |
From | A date with time representing the start of your query time range. No information older than this date is used. |
To | A date with time representing the end of your query time range. No information newer than this date is used. |
SLA Target | Optional timespan limit for the interactions considered in the SLA score calculation. If the value provided is 2 minutes for example, interactions answered over 2 minutes of queue time will not be considered in the calculation. |
Departments | Specific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included. |
Users | The users whose data should be used for the report. If none are specified all users will be included. |
Headlines
Name | Description |
Total Worked | Total interactions worked by agents excluding chat replies. |
Incoming Queues | Total amount of incoming queues. |
Queue Answered | Total amount of answered queues. |
Queue Abandoned | Total amount of abandoned queues. |
Total Outbound | Total outbound interactions. |
Outbound Answered | Total answered outbound interactions. |
Total Presentation | Total applied presentation dispositions. |
Total DMC | Total applied DMC dispositions. |
Total Sale | Total applied sales dispositions. |
Total DNC | Total applied DNC dispositions. |
Answered (%) | Total answered calls expressed as a percentage. |
SLA (%) | Total answered calls within the SLA target divided by the total calls, expressed as a percentage. |
Average Handle Time | Average handle time of user interactions where handle time is defined as the time between answering and completing an interaction. |
User Status | Graph visualizing user states with the percentages and durations of time spent per state. |
Call Outcome | Graph visualizing applied dispositions. |
PPH Manual | Presentations per hour based on total presentations divided by the time agents spent idle, on queue, communicating and paused. |
DMH Manual | DMCs per hour based on total DMCs divided by the time agents spent idle, on queue, communicating and paused. |
DMH Dialler | DMCs per hour based on total DMCs divided by the time agents spent idle, on queue and communicating. |
SPH Manual | Sales per hour based on total sales divided by the time agents spent idle, on queue, communicating and paused. |
SPH Dialler | Sales per hour based on total sales divided by the time agents spent idle, on queue and communicating. |
All Dispositions | Graph visualizing applied dispositions per channel type. |
Conversion (%) | Percentage of sales made divided by the total calls. |
Presentation Conversion (%) | Percentage of sales made divided by the total presentations. |
Outputs
Name | Description |
Label | Disposition name. |
Calls | Amount of voice interactions. |
Emails | Amount of email interactions. |
Chats | Amount of webchat interactions. |
SMS | Amount of SMS interactions. |
Socials | Amount of social interactions (Facebook, Twitter, …). |
Callback | Amount of callback interactions. |
DMC | Whether the disposition is a DMC. |
DNC | Whether the disposition is a DNC. |
Presentation | Whether the disposition is a presentation. |
Sale | Whether the disposition is a sale. |
Average Duration | Average duration of the interactions. |