---
title: "Contact Center Tables"
description: "Overview of the Contact Center reporting and metrics in Bramble"
url: https://support.brmbl.io/en/articles/8958931-contact-center-tables
collection: "Reports"
updated: 2025-07-24
language: en
---

# Contact Center Tables

Overview of the Contact Center reporting and metrics in Bramble

In addition to the [Overview](https://support.brmbl.io/en/articles/8959016-the-contact-center-overview.md), the Contact Center module contains tables of key metrics imported from your organizations' telephony system via the Bramble [Connector](https://support.brmbl.io/en/collections/8067063-connector). These metrics are split by:

-   Queue (aka Skillset)
    
-   [Agents](#h_160d7c5a4b) (the team members taking/making calls)
    

* * *

## Queues

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172925_0854.png)

The Queues table provides you with insight into performance across the various call queues in your organization and can be filtered by the following:

-   Date
    
-   Owning Team
    
-   Continuous Improvement Category
    
-   Process
    
-   Task
    

The table presents performance across the following Contact Center metrics:

-   [Service Level Performance](https://support.brmbl.io/en/articles/8959025-service-level-performance-in-a-contact-center.md) (also known as Grade of Service)
    
-   [Total Conversations](https://support.brmbl.io/en/articles/8964340-conversations-in-a-contact-center.md)
    
-   [Total Talk Time](https://support.brmbl.io/en/articles/8959032-talk-time.md)
    
-   [Total Handle Time](https://support.brmbl.io/en/articles/8959036-average-handle-time.md)
    
-   [Total After Call Work Time](https://support.brmbl.io/en/articles/8959040-after-call-work-acw.md).
    

* * *

## Agents

The Agents reports provides metrics for agents taking calls and is split into two tabs:

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172924_1160.png)

### Daily Metrics

This report is useful for when you want to review a variety of metrics down to the individual agent by day.

The report can be filtered by:

-   Date
    
-   Team
    
-   Agent
    

The table presents performance by Agent by Day across the following Contact Center metrics:

-   Conversations
    
-   Handle Time
    
-   Talk Time
    
-   [Hold Time](https://support.brmbl.io/en/articles/8959045-hold-time.md)
    
-   After Call Work Time
    
-   [Idle Time](https://support.brmbl.io/en/articles/8959048-idle-time.md)
    
-   [Available Time](https://support.brmbl.io/en/articles/8959056-available-time-in-a-contact-center.md)
    
-   [Auxiliary Time](https://support.brmbl.io/en/articles/8959053-auxiliary-time.md)
    
-   [Staffed Time](https://support.brmbl.io/en/articles/8959063-staffed-time-in-a-contact-center.md)
    

### Queue metrics

This report is useful when you want to review individual agent performance across a particular call queue or queues.

![](https://staticfiles.gleap.io/helpcenter/68819d043496084e4796ea23/20250724172924_1264.png)

The report can be filtered by:

-   Date
    
-   Owning Team
    
-   Agent
    
-   [Continuous Improvement category](https://support.brmbl.io/en/articles/7121673-about-continuous-improvement-ci-opportunity-in-bramble.md)
    
-   [Process](https://support.brmbl.io/en/articles/9684913-process-overview.md)
    
-   [Task](https://support.brmbl.io/en/articles/6930805-what-is-a-production-task.md)
    

The table presents Agent performance by Call Queue by Day across the following Contact Center metrics:

-   Total Conversations
    
-   Talk Time
    
-   Handle Time
    
-   After Call Work Time
    

* * *

As mentioned at the beginning of this article, these reports are simply displaying metrics imported from your organizations' telephony system. While the ability to filter these reports provides a level of fidelity when viewing these reports, the Overview combines Bramble metrics with telephony metrics that provides daily insight into team and individual performance.