Call Reports
Call Reports is the report category that lets you review the inbound and outbound calls in your organization, analyze call performance and reach detailed data about your communication processes.
- To reach this report category, follow Reports > Call Reports.
- You can customize the columns shown in the reports to suit your needs. To do so, click the Column Manager section and enable or disable the columns you want to display.
- Using the filter fields at the top of the reports, you can search by different criteria such as date, wait time and direction. You can also use the Search field to filter the reports quickly. The report data matching the criteria you set is listed on the screen.
- You can also use the AI feature to filter your reports. To do so, click the AI button at the top of the screen. Enter the criteria for the report you want to build into the chat area that opens and send it. The report is prepared automatically according to the criteria you entered.
- You can export the reports in Excel, PDF, CSV, XML and JSON formats.
The Call Reports category contains the following reports:
- Call Detail Records
- Agent Inbound/Outbound Report
- Organization Daily Inbound Report
- Queue Daily Report
- Queue Detail Report
1. Call Detail Records
The Call Detail Records report lists the calls in your organization in detail, together with information such as direction, status, caller, callee and voice recording.
- To reach this report, follow Reports > Call Reports > Call Detail Records.
Information Included in the Report
- Direction: Indicates whether the call was inbound or outbound.
- Status: Holds the information on whether the call was answered or with which result it ended.
- Caller: The person or phone number that started the call.
- Callee: The person or phone number the call was routed to.
- Line: Information about the phone line the call took place on.
- Duration: Indicates how long the call lasted in total.
- Date: The date and time the call took place.
- Voice Record: Holds the option to access the call's voice recording.
2. Agent Inbound/Outbound Report
The Agent Inbound/Outbound Report is the report that lets you review the details of inbound and outbound calls handled per agent and analyze agent call performance.
- To reach this report, follow Reports > Call Reports > Agent Inbound/Outbound Report.
Information Included in the Report
- Date: Holds the date and time the call took place.
- Direction: Indicates whether the call was inbound or outbound.
- Caller: The person or phone number that started the call.
- Callee: The person or phone number the call was routed to.
- Extension: The extension number of the agent associated with the call.
- Queue: The name of the queue the call was routed to.
- Status: Holds the information on whether the call was answered or with which result it ended.
- Talk Time: The duration of the conversation between the agent and the caller or callee.
- Wait Time: The time before the call was answered by the agent.
- Total Duration: The total time elapsed from the start of the call to its end.
- Recording: Holds the option to access the call's voice recording.
3. Organization Daily Inbound Report
The Organization Daily Inbound Report is the report that lets you review the number of calls your organization received during the day and the daily performance metrics related to call results.
- To reach this report, follow Reports > Call Reports > Organization Daily Inbound Report.
Information Included in the Report
- Date: Indicates the date the daily call data belongs to.
- Inbound: The total number of inbound calls that reached your organization on that day.
- Answered: The total of calls answered on that day.
- Unanswered: The number of calls that ended without being answered.
- Abandoned: The total of calls abandoned before reaching an agent.
- Callback: The number of calls returned on that day.
- Total Talk Time: The total duration of the conversations held on inbound calls.
- Total Wait Time: The total of the wait times of inbound calls.
- Max Wait Time: The longest wait time recorded among inbound calls.
4. Queue Daily Report
The Queue Daily Report is the report that lets you review a specific queue's daily inbound call counts, call results and performance metrics on wait and talk times.
- To reach this report, follow Reports > Call Reports > Queue Daily Report.
Information Included in the Report
- Date: Indicates the date the daily queue performance data belongs to.
- Queue: The name of the reported call queue.
- Inbound: The total number of inbound calls that reached that queue during the day.
- Answered: The total of inbound calls answered in that queue.
- Unanswered: The number of inbound calls that ended without being answered.
- Abandoned: The total of inbound calls abandoned before reaching an agent.
- Callback: The number of calls taken into the callback process in that queue.
- Total Talk Time: The total duration of the conversations held in the queue.
- Total Wait Time: The total of the calls' wait times.
- Max Wait Time: The longest wait time recorded among the calls.
5. Queue Detail Report
The Queue Detail Report is the report that lets you review the details of the calls belonging to a specific queue and analyze the calls' routing, waiting, conversation and termination information.
- To reach this report, follow Reports > Call Reports > Queue Detail Report.
Information Included in the Report
- Date: Indicates the start date and time of the call.
- Queue: The name of the queue the call was routed to.
- Extension: The extension number of the agent associated with the call.
- Caller: The person or phone number that started the call.
- Status: Holds result information such as abandoned, missed by the agent, answered or missed in the queue.
- Talk Time: The duration of the conversation held after the call was answered.
- Wait Time: The time the call waited in the queue.
- Closed By: Information about the party or the agent who ended the call.
- Transfer Type: Holds information about which transfer method the call was routed with.