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Reporting

Reports & Analytics

2 min read

The platform provides real-time dashboards and historical reports for monitoring performance.

Real-Time Dashboard

The live dashboard shows:

  • Active Calls: Number of ongoing calls with details
  • Queue Status: Calls waiting, average wait time, longest wait
  • Agent Status: Who is available, on call, on break, or offline
  • SLA Metrics: Percentage of calls answered within target time

    • Historical Reports

    Call Detail Records (CDRs)

    Complete log of every call with:

  • Date and time
  • Caller ID and destination
  • Duration
  • Agent who handled the call
  • Disposition code
  • Recording link (if enabled)

    • Agent Performance

    Per-agent metrics including:

  • Total calls handled
  • Average handle time
  • Average after-call work time
  • Login/logout times
  • Break duration
  • Occupancy rate

    • Campaign Reports

    Per-campaign statistics:

  • Contact list progress (dialed, remaining, completed)
  • Conversion rate
  • Disposition breakdown
  • Average call duration
  • Best performing agents

    • Queue Reports

    Per-queue analytics:

  • Total calls received
  • Calls answered vs. abandoned
  • Average wait time
  • Average handle time
  • Service level (% answered within X seconds)

    • Exporting Reports

    All reports can be exported:

  • CSV: For spreadsheet analysis
  • PDF: For sharing and archiving
  • Filter by date range, agent, campaign, or tenant before exporting

    • Scheduling Reports

    Set up automated report delivery:

  • Daily, weekly, or monthly frequency
  • Email delivery to specified recipients
  • Choose report type and filters

    • Previous

    IVR & Call Flow Configuration

    Next

    SIP Trunk Configuration

    Still have questions about reports & analytics?

    Contact our support team