Overview
Use Rollup Reporting to create custom reports on your contact center performance. The new Contact Center Pro report templates offer insights into agent activity and overall call trends, helping you monitor service levels, transfer rates, and abandon rates to improve call handling efficiency.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
Contact Center Pro is currently in Early Access and is subject to change. If you want to enable this feature for your account, book a demo here.
The Rollup Reporting permissions are required to use this feature. Please contact the account administrator on your team. For more information, see Contact Center Pro Permissions.
Things to know
You can now combine templates, which is especially useful for adding KPIs from other datasets into your report. For more, see Use Multi-Template Reports.
Ensure the View All Newly Added Datasets permission is enabled for your user role if you don't see Contact Center Pro reports in Rollup Reporting.
Contact Center Pro report templates
Contact Center Pro introduces new report templates you can use to create custom Rollup Reports:
Contact Center Pro: Agent Performance Report: Provides a focused view of individual agent activity across inbound and outbound calls. This report type allows for accurate measurement of workload management, responsiveness, and post-call processes.
Contact Center Pro: Tenant Performance Report: Offers a comprehensive analysis of overall contact center activity, including all agent-handled calls and transfers. By providing a full picture of call flow and customer experience at the organizational level, this report supports decision-making around staffing, Queue configuration, training needs, and overall service quality improvements.
Contact Center Pro: Queue Performance Report: Provides a high-level view of call center operations across individual queues. This report type allows for accurate measurement of call volume, abandonment rates, service level compliance, and routing efficiency.
Contact Center Pro: Agent Status Changes (Detailed): Shows a timestamped log of every status change for each agent throughout the day. It enables precise tracking for incident investigation.
Contact Center Pro: Call Journey Report: Provides a comprehensive, event-by-event view of inbound call flows, helping you uncover why calls were routed a certain way or left unanswered.
Contact Center Pro: Workflow IVR Report: Delivers a summarized view of how callers move through your Automated Response Menu (IVR), highlighting common navigation paths, drop-off points, and how menu selections relate to call outcomes.
These reports support:
Performance Management: Identify coaching needs and recognize top performers.
Operational Efficiency: Highlight opportunities to optimize staffing and workflows.
Accountability: Ensure transparency and track service level compliance.
Customer Experience: Detect bottlenecks and reduce abandonment rates.
Strategic Planning: Drive informed decisions on resources and long-term improvements.
Create reports
In your Enterprise Hub account, select Rollup Reporting.
Click Create Report.
On the New Report screen that opens, select your report type and report template:
Choose All as the report type.
Under Select a report template, select Contact Center Pro report types.
Under Columns to be displayed in the report, select which columns you want to include in your report. You can always add and remove columns later. By default, all KPIs are selected.
When you're done selecting columns, click Next.
On the Set Details screen, configure the following fields:
Name: Enter the name of the report.
Category: Select the appropriate category from the dropdown list to determine where the report will be listed.
(Optional) Description: Provide a brief description of the report.
Click Next to continue.
On the Members & Access screen, select the employees who should have access to the report.
Note: You can always edit the sharing settings later and give individual permissions to each member. For more information, see Create a report.
When you're done, click Save.
The report view opens, where you can generate the results by clicking Run Report.