--- title: Medium | daily.dev description: A comprehensive framework for contact center reporting covering all nine stages of the customer journey: incoming calls, IVR, queue management, agent... canonical: https://daily.dev/posts/medium-akutrhbsk twitter:card: summary_large_image twitter:site: @dailydotdev og:type: website og:site_name: daily.dev og:title: Medium | daily.dev og:description: A comprehensive framework for contact center reporting covering all nine stages of the customer journey: incoming calls, IVR, queue management, agent... og:url: https://daily.dev/posts/medium-akutrhbsk og:image: https://api.daily.dev/og/posts/AKuTRhBsK.png og:image:alt: Medium og:image:width: 1200 og:image:height: 630 og:locale: en --- > ## Documentation Index > Fetch the complete documentation index at: https://daily.dev/llms.txt > Use this file to discover all available pages before exploring further. # Medium **[Medium](https://daily.dev/sources/medium_js)** · 28 min read · 0 upvotes · 0 comments ## Summary A comprehensive framework for contact center reporting covering all nine stages of the customer journey: incoming calls, IVR, queue management, agent performance, CRM, case management, disposition codes, quality assurance, and customer surveys. For each stage, essential reports, real-time dashboard KPIs, business value, and best practices are outlined. The post also describes the underlying data flow architecture — from telephone systems and CDRs through to a data warehouse and BI dashboards — emphasizing that effective contact centers treat reporting as a unified customer journey rather than isolated metrics. ## Full article daily.dev links to this article rather than hosting it. Read it at the original source: ## Questions this post answers ### What is Average Speed of Answer (ASA) in a contact center? Average Speed of Answer is the average time customers wait before an agent answers their call. It is one of the core queue-stage metrics used alongside Service Level (SLA), which tracks the percentage of calls answered within a target response time, such as 80% of calls answered within 20 seconds, to gauge whether staffing and routing are adequate. _Teams tuning queue staffing and SLAs can track contact center benchmarking practices on daily.dev._ ### What metrics should be combined to fairly evaluate contact center agent performance instead of relying only on Average Handle Time? A balanced evaluation combines Average Handle Time (AHT) with First Call Resolution (FCR), Customer Satisfaction Score (CSAT), Quality Assurance (QA) score, and Transfer Rate. Relying on AHT alone can reward agents who close calls quickly but generate repeat contacts, so pairing speed metrics with resolution quality and customer feedback gives a more accurate picture of true performance. _Anyone designing fair agent scorecards can follow workforce analytics discussions on daily.dev._ ### What data sources feed a contact center's business intelligence dashboard? A centralized data warehouse typically pulls from the telephone system, Call Detail Records (CDR), IVR logs, ACD queue logs, agent activity logs, CRM, case management, quality assurance, and the survey system. Each source contributes distinct data, such as talk time and hold time from CDRs or CSAT, NPS, and CES from the survey system, which are then consolidated into a BI dashboard for full customer-journey visibility. _Engineers building this kind of data pipeline can find integration patterns on daily.dev._ ## Similar posts on daily.dev - [How to Build Unified CX: A Step-by-Step Guide to Seamless Customer Journeys](https://daily.dev/posts/how-to-build-unified-cx-a-step-by-step-guide-to-seamless-customer-journeys-c6zgbqeao) · Netguru · 0 upvotes · 0 comments - [You launched an AI assistant. Do you really know how it's performing?](https://daily.dev/posts/you-launched-an-ai-assistant-do-you-really-know-how-it-s-performing--wsd6k7387) · Whitespectre · 1 upvotes · 0 comments - [7 Steps of a Web Performance Journey](https://daily.dev/posts/7-steps-of-a-web-performance-journey-d6li018hs) · Web Performance Calendar · 1 upvotes · 0 comments - [Amazon Connect Customer launches performance dashboard for Cases](https://daily.dev/posts/amazon-connect-customer-launches-performance-dashboard-for-cases-eilphsi30) · AWS · 0 upvotes · 0 comments - [Smartz Solutions, Cloud On Demand showcase human-centric AI for modern contact centres](https://daily.dev/posts/smartz-solutions-cloud-on-demand-showcase-human-centric-ai-for-modern-contact-centres-w2kenpylq) · TechCentral · 0 upvotes · 0 comments --- Tags: [#data-analysis](https://daily.dev/tags/data-analysis), [#bi](https://daily.dev/tags/bi), [#crm](https://daily.dev/tags/crm) [View this post on daily.dev](https://daily.dev/posts/medium-akutrhbsk) ```json {"@context":"https://schema.org","@graph":[{"@type":"Organization","@id":"https://daily.dev/#organization","name":"daily.dev","url":"https://daily.dev","logo":{"@type":"ImageObject","url":"https://daily.dev/apple-touch-icon.png","width":180,"height":180},"sameAs":["https://twitter.com/dailydotdev","https://github.com/dailydotdev","https://www.linkedin.com/company/daily-dev-ltd"]},{"@type":"WebSite","@id":"https://daily.dev/#website","url":"https://daily.dev","name":"daily.dev","publisher":{"@id":"https://daily.dev/#organization"},"potentialAction":{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https://daily.dev/search?q={search_term_string}"},"query-input":"required name=search_term_string"}}]} {"@context":"https://schema.org","@type":"TechArticle","headline":"Medium","url":"https://daily.dev/posts/medium-akutrhbsk","mainEntityOfPage":{"@type":"WebPage","@id":"https://daily.dev/posts/medium-akutrhbsk"},"datePublished":"2026-08-02T07:31:44.841Z","dateModified":"2026-09-14T06:15:09.001Z","description":"A comprehensive framework for contact center reporting covering all nine stages of the customer journey: incoming calls, IVR, queue management, agent...","image":"https://media.daily.dev/image/upload/f_auto,q_auto/v1/posts/9f6c44b6e33fa09478217ec482021861?_a=AQAEuop","thumbnailUrl":"https://media.daily.dev/image/upload/f_auto,q_auto/v1/posts/9f6c44b6e33fa09478217ec482021861?_a=AQAEuop","isAccessibleForFree":true,"articleSection":"Medium","inLanguage":"en","publisher":{"@type":"Organization","name":"daily.dev","url":"https://daily.dev","logo":{"@type":"ImageObject","url":"https://daily.dev/apple-touch-icon.png","width":180,"height":180}},"author":{"@type":"Organization","name":"Medium","logo":"https://media.daily.dev/image/upload/t_logo,f_auto/v1/logos/medium","url":"https://daily.dev/sources/medium_js"},"commentCount":0,"discussionUrl":"https://daily.dev/posts/medium-akutrhbsk","interactionStatistic":[{"@type":"InteractionCounter","interactionType":{"@type":"LikeAction"},"userInteractionCount":0},{"@type":"InteractionCounter","interactionType":{"@type":"CommentAction"},"userInteractionCount":0}],"keywords":"data-analysis,bi,crm","timeRequired":"PT28M"} {"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://daily.dev"},{"@type":"ListItem","position":2,"name":"Medium","item":"https://daily.dev/sources/medium_js"},{"@type":"ListItem","position":3,"name":"Medium"}]} {"@context":"https://schema.org","@type":"FAQPage","@id":"https://daily.dev/posts/medium-akutrhbsk#faq","mainEntity":[{"@type":"Question","name":"What is Average Speed of Answer (ASA) in a contact center?","acceptedAnswer":{"@type":"Answer","text":"Average Speed of Answer is the average time customers wait before an agent answers their call. 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