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Freshcaller provides a set of default curated reports built with the most used and important metrics required for any call center. The list of curated reports are:

  • Agent performance report
  • Call center health report 
  • Call volume analysis  
  • Agent Activity Report
  • Abandoned Call Metrics
  • Service Level Metrics Report

Each curated report is tailored to give you insights on a specific category. For example, the Call summary report provides information on the total number of calls made in the last month. You can also filter and further narrow down the report using the various filter options available.


To view the list of curated reports:

  1. Log in to your Freshcaller account and click on the Reports icon on the left panel.
  2. On the Analytics Home page, under All reports, click Curated reports.
    You can see that all curated reports are tagged as curated.

Though curated reports are default reports, you can still edit and do other operations. However, when you edit a curated report, it will be saved as a cloned report.


You can do the following changes:

  • Edit a report
  • Change the visualization of each widget in a report
  • Apply filters to the overall report
  • Apply filters to each widget
  • Export the entire report or each widget.

For more details on this, see how to use reports.

The following sections provide detailed information about each curated report:

Call Summary Report

This report gives you the total summary of calls in the last 30 days. 

The report contains the following widgets:

  • Incoming Calls by Status: Gives you the total number of incoming calls received by call type, that is, the number of incoming calls answered, abandoned, completed, or calls sent to voicemail. 
  • Outgoing calls by status: Gives you the total number of outgoing calls dialed by call type, that is, the number of outgoing calls that were answered, abandoned, or completed.
  • Answered vs missed transfers: Gives the total number of transferred calls that were missed or answered. 
  • Incoming calls by queue: Gives the total number of incoming calls in each queue.
  • Average handle time by queue: Gives you the average handle time in each queue. 
  • Total duration of calls: Gives you the total duration of both incoming and outgoing calls. 
  • Average wait time: Gives you the average wait time of each call queue.

Agent Performance Report

This report gives you detailed information about the overall performance of each agent in your call center for the past 30 days.

The report contains the following widgets:

  • Incoming calls by agents: Gives the total number of incoming calls answered by each agent.
  • Outgoing calls by agents: Gives you the total number of outgoing calls made by each agent.
  • Missed calls by agents: Gives the total number of calls missed by each agent.
  • After call work time by agents: Gives the time taken by each agent to perform after call work (time taken to fill in notes, add the details of the call, after a call is over).
  • Speed of answer by agents: Gives the answering speed of each agent, that is, the time each agent took to answer a call from the time it rings.
  • Handle time by agents: Gives the handling time of each agent, that is the overall time taken by each agent for the entire call conversation.

Call Center health Report

This report provides information on the overall performance of the call center for the last 30 days. With all the important key metrics, you can understand and  analyze your call center health within no time.


The report contains the following widgets:

  • Total incoming calls: Gives you the total number of incoming calls.

  • Total outgoing calls: Gives you the total number of outgoing calls.

  • Total missed calls: Gives you the total number of missed calls

  • Total abandoned calls: Gives you the total number of abandoned calls

  • Total transfer: Gives you the total number of calls that were transferred.

  • Missed transfers: Gives the total number of transferred calls that were missed.

  • Total voicemails: Gives you the total number of calls sent to voice mail.

  • Average handle time of calls: Gives you the average handle time of all calls

  • Average wait time of calls: Gives you the average wait time of all calls.


Call Volume Analysis

This report gives you information on the total number of calls handled by call type and call direction for a specific time period. You can get a complete picture on call trends by each month, week, day or hour of the day. By default, the report is curated for the last one year.


The report contains widgets grouped by call direction (incoming or outgoing) and call type (answered, completed, busy, canceled, voicemail, abandoned)

Call trends grouped by call direction

  • Call volume trend by month: Gives you the total number of incoming and outgoing calls received for each month.
  • Call volume trend by day of the month: Gives you the total number of incoming and outgoing calls received on each day.
  • Call volume trend by day of the week: Gives you the total number of incoming and outgoing calls received for each week.
  • Call volume trend by hour of the day: Gives you the total number of incoming and outgoing calls received every hour.

Call trends grouped by call type:

  • Call volume trend by month: Gives you the total number of each call type received for a month.
  • Call volume trend by day of the month: Gives you the total number of each call type received on each day.
  • Call volume trend by day of the week: Gives you the total number of each call type received on each week.
  • Call volume trend by hour of the day: Gives you the total number of each call type received every hour.

Agent Activity Report

This report provides information about the activity status of all agents in your call center. The data gives the total time duration of each agent status. By default, the report is curated for 30 days.

The report has only one the following widget:

Agent availability status: Gives the number of seconds, minutes, or hours each agent was available, busy, offline, or spent time for after call work over the past 30 days.


Abandoned Call Metrics

This report provides information about the total number of abandoned calls recorded in your call center. Calls that are disconnected even before a conversation is initiated are called abandoned calls. In most cases, a caller may disconnect while waiting in the call queue or when they listen to long welcome messages.
Note: This report is available only for customers with Estate subscription.

With this report, you can analyze how to reduce your abandoned calls and increase the efficiency of your call center. For example, if you have too many abandoned calls coming from a particular queue, you can edit the call queue to limit the number of questions asked or make sure that the caller reaches the agent soon.

The report contains the following widgets:

  • Abandoned Calls: Total number of abandoned calls received on that week.
  • Short Abandoned: Total number of short abandoned calls.
  • Incoming Calls: Total number of incoming calls received on that week.
  • Avg wait time (Abandoned Calls): The average wait time in seconds before calls are abandoned.
  • Abandoned Calls by Queue: The total number of abandoned calls received in each call queue.
  • Abandoned Calls by Number: The total number of abandoned calls that each Freshcaller number in your call center  received.
  • Abandoned Call by Reason: The number of abandoned calls received by abandonment reason. You can also see the average wait time of abandoned calls for each abandonment reason. This exactly tells you when and why the calls are abandoned. This helps you take measures to reduce the number of abandoned calls.

Service Level Metrics

This report provides information about the number of calls in the service level category, which includes the calls that breached the service level targets and the calls that are within the service level.

The service level targets can be different for each queue. Using this report, you can identify the total number of calls breached in each queue.

Note: This report is available only for customers with Estate subscription.

You can use the metrics/widgets in the report also to understand why the calls are breached. The report contains the following widgets:

  • Avg wait time: Gives you the average wait time for all calls in the service level category. The wait time is the time a caller spends before reaching an agent from the time they make the call. 
  • Longest wait time: Gives you the total number of calls that waited  for the longest in a wait queue.
  • Avg speed to answer: Gives you the average speed to answer for all calls in the service level category. The speed to answer is the time an agent took to answer a call from the time it rings.
  • Avg time to answer: Gives you the average time to answer for all calls in the service level category. The time to answer is the time taken for a call to be answered by an agent starting from the time it rings or enters the wait queue. 
  • Service Level by Date: Gives you the number of calls that breached and are within the service level based on each day.
  • Service Level by Queue: Gives the number of calls that breached and are within the service level based on each queue.