If you’re running a call center or sales team, you know that tracking agent performance is a nonstop game of cat and mouse. Too many tools promise the moon but leave you buried in numbers that don’t mean much. This guide is for anyone who actually wants to use Convoso reporting to keep tabs on what their agents are doing, what’s working, and what’s just noise.
Let’s break down how to use Convoso’s reports to get real insight—without drowning in data—and spot the stuff that actually moves the needle.
1. Get Clear on What You Need to Track
Before you start fiddling with reports, nail down what “good” looks like for you. Are you tracking:
- Sales conversions?
- Calls made or received?
- Average handle time?
- First call resolution?
- Agent talk vs. idle time?
Don’t try to track everything. Focus on the 2-3 metrics that actually tie to your goals—usually sales, contact rate, and maybe average call duration if you’re chasing efficiency. If you try to monitor 20 things at once, you’ll just end up confused and your agents will game whatever you measure.
Pro tip: Figure out what’s truly important for your business—not just what’s easy to count.
2. Dive Into Convoso’s Core Reports
Convoso has a lot of reporting features, but you don’t need to use all of them. Here’s what’s actually useful:
Agent Performance Report
This is your bread and butter. It shows:
- Calls taken/made per agent
- Dispositions (i.e., what happened on the call: sale, no sale, callback, etc.)
- Talk time, pause time, wrap-up time
- Sales or conversions tied to each agent
How to use it:
Sort agents by whatever metric matters to you—sales, talk time, contact rate. Look for outliers, both good and bad. Consistently low numbers can mean an agent needs help, or that they’re sandbagging.
Sales Report
Straightforward: this ties sales or conversions back to individual agents and campaigns. You can filter by date, campaign, or agent.
How to use it:
Use this to see who’s actually closing deals versus who’s just burning dials. If someone has high talk time but low sales, you might have a training issue—or they’re just not cut out for sales.
Call Detail Report (CDR)
This is the deep-dive. Every call, every detail: when it happened, how long it lasted, what the result was.
How to use it:
Don’t look at this every day, but it’s handy if you need to investigate something fishy—like if someone’s padding their numbers or you get customer complaints.
Real-Time Dashboard
You can watch calls happening live, see which agents are on calls, on breaks, or sitting idle.
How to use it:
Use this mostly for spot checks or if you suspect someone’s gaming the system (e.g., taking extra-long bathroom breaks). Don’t micromanage every second.
What to ignore:
Unless you’re running a giant operation, skip the wallboard dashboards and fancy charts. They look cool but distract from what matters: are your agents making sales and treating customers right?
3. Set Up Useful Filters and Schedules
By default, Convoso spits out a ton of data. Make life easier:
- Set date ranges: Focus on daily, weekly, or monthly snapshots. Anything longer and you lose the ability to spot trends or coach in real time.
- Filter by campaign: If you run multiple campaigns, segment your data. Comparing apples to oranges (e.g., inbound vs. outbound) is pointless.
- Automate report delivery: Schedule daily or weekly reports to hit your inbox. Just don’t set up so many that you start ignoring them.
Pro tip:
If you want to actually use reports, set aside 10 minutes a day to skim them—don’t wait until the end of the month when it’s too late to course-correct.
4. Dig Deeper: Spot Patterns, Not Just Numbers
Reports are just numbers unless you actually look for patterns. Here’s how to read between the lines:
- High talk time, low sales: Are calls dragging on because agents aren’t trained? Or are they chatting with each other instead of working?
- High dials, low contact rate: Is your list stale? Or is your caller ID getting flagged as spam?
- One agent crushing it: Don’t just celebrate—figure out what they’re doing differently and get the rest of the team to copy it (if it’s above-board).
- Sudden drops or spikes: Did someone get sick, is there a technical issue, or did a new lead list come in?
Avoid common traps:
- Don’t chase vanity metrics. Number of dials means nothing if nobody’s picking up or buying.
- Don’t punish pause time without context. Sometimes agents need a breather, and burnout kills sales.
- Don’t compare across radically different campaigns. Inbound support is a whole different animal from cold sales.
5. Use Reports for Coaching, Not Just Policing
If you use Convoso reports to just catch people out, your team will hate it (and you’ll get creative time-wasters). Instead:
- Share top-line numbers with the team so everyone knows where they stand.
- Use 1-on-1s to drill into specifics: “I noticed your contact rate dropped last week—run into any issues?”
- Celebrate wins publicly (but don’t shame underperformers).
- Use real call recordings (Convoso can link these in reports) for coaching, not just “gotchas.”
Pro tip:
Ask agents for their take—sometimes the numbers are off because of a broken script, bad leads, or tech hiccups. Don’t assume malice.
6. Customize Reports (But Don’t Go Overboard)
Convoso lets you build custom reports—combine fields, set up dashboards, and more. This is handy if:
- You want to mash up data from multiple campaigns
- You need to track a weird KPI (like “calls made per hour on Fridays”)
- You want something that isn’t in the canned reports
But don’t spend hours building Frankenstein reports just because you can. If a custom report doesn’t drive action, skip it.
7. Common Pitfalls (and How to Dodge Them)
- Analysis paralysis: More data isn’t better. Pick a few metrics, act on them, and move on.
- Micromanagement: Trust your team. Reports should help, not turn you into a call center cop.
- Ignoring the story: Numbers only tell part of it. Always check with your agents before making big changes.
- Letting tech drive your process: Don’t twist your workflow to fit the tool—instead, use Convoso to surface what matters to your business.
Keep It Simple, Iterate Often
Convoso’s reporting can be powerful, but only if you keep it simple and focused. Start with the basics, check your numbers regularly, and talk with your team about what you see. Don’t get caught up in chasing perfect dashboards or tracking every possible stat—just use the data to spot problems early and help your agents get better.
The best call centers aren’t the ones with the fanciest charts—they’re the ones that use the right numbers to make better decisions, week after week. Stick to what works, tweak as you go, and keep your eye on the real goal: happy customers and closed deals.