General

This is the report category where you can view customer representatives’ work and performance data, along with general information about the platform. Under this category, there are two different report groups: Customer Representative and Platform.

To access the General reports category, follow Reports > Advanced Reports > General from the left menu.
You can customize the columns displayed in the reports according to your needs. To do this, click Column Manager and set the columns you want to display to active and the columns you do not want to display to inactive.
You can use the AI feature to filter reports. Click the AI button at the top of the screen. In the chat area that opens, enter and submit the criteria for the report you want to create. The report is automatically generated according to the criteria you specify.
You can also use the Search field to quickly search and filter within the report. Results matching the data you enter in the search field are listed in the report.
You can export the reports in this category in Excel, PDF, CSV, XML, and JSON formats.

A. Customer Representative

Customer Representative reports allow you to view users’ performance, queue membership, authorization, and status information. These reports allow you to examine operational data related to customer representatives under different categories.

To access this report category, follow Reports > Advanced Reports > General > Customer Representative from the left menu.
You can use the filter fields at the top of the reports to filter data by date and other report-specific criteria and access the information you need.
This category includes Team Performance, Queue Membership, and User List reports.

1. Team Performance

The Team Performance report allows you to view customer representatives’ performance data for a specified date range. Through this report, you can review customer representatives’ call and chat counts and total talk times. You can use the data obtained to assess customer representatives’ workload and performance during the relevant date range.

To access the report, follow Reports > Advanced Reports > General > Customer Representative > Team Performance.

The report includes the following information:

Agent: The customer representative to whom the call and chat performance data belongs.
Extension: The extension number assigned to the customer representative.
Date: The date to which the performance data belongs.
Total Calls: The total number of calls received by the customer representative.
Answered: The total number of calls answered by the customer representative.
Missed: The total number of calls not answered by the customer representative.
Total Talk Time: The total talk time of the customer representative across calls.
Incoming Chats: The total number of chats received by the customer representative.
Answered Chats: The total number of chats answered by the customer representative.

2. Queue Membership

The Queue Membership report allows you to examine the call queues that customer representatives are members of, their status in these queues, and their priority information. Through this report, you can track which queues customer representatives are assigned to and their current working status. This allows you to check the distribution of customer representatives across queues and their priority levels.

To access the report, follow Reports > Advanced Reports > General > Customer Representative > Queue Membership.

The report includes the following information:

Agent: The customer representative to whom the queue membership information belongs.
Extension: The extension number assigned to the customer representative.
Queue: The call queue that the customer representative is a member of.
Status: The customer representative’s active status in the relevant queue.
Current Status: The customer representative’s current working status, such as ready, on break, on a call, or in after-call work.
Priority: The numerical priority value of the customer representative in the relevant queue.

3. User List

The User List report allows you to examine the account, extension, authorization, and active status information of users defined on Netsipp. Through this report, you can access information about the roles assigned to users. This allows you to review users in the system collectively and check their authorization and active status.

To access the report, follow Reports > Advanced Reports > General > Customer Representative > User List.

The report includes the following information:

ID: The unique number assigned to the user by the system.
Username: The username defined for the user in the system.
Full Name: The first and last name registered for the user in the system.
Extension: The extension number assigned to the user.
Admin: Indicates whether the user has Admin privileges.
Supervisor: Indicates whether the user has Supervisor privileges.
Agent: Indicates whether the user has customer representative (Agent) privileges.
Reporter: Indicates whether the user has reporting privileges.
Active: Indicates whether the user is active in the system.

B. Platform

Platform reports are a report category where data related to the Netsipp platform as a whole can be viewed.

To access this report category, follow Reports > Advanced Reports > General > Platform from the left menu.
You can use the filter fields on the report screen to filter data according to the relevant criteria and access the information you need.
This category includes the Blacklist report.

1. Blacklist

The Blacklist report allows you to examine phone numbers added to the blacklist and call information associated with these numbers. Through this report, you can access information such as the blacklist node, call count, and last drop date of phone numbers. This allows you to track call activity from blacklisted numbers and examine repeated calls.

To access the report, follow Reports > Advanced Reports > General > Platform > Blacklist.

The report includes the following information:

Phone Number: The phone number included in the blacklist.
Blacklist Node: The blacklist node through which the phone number was processed.
Call Count: The total number of calls recorded for the relevant phone number.
Last Drop Date: The date and time when the most recent call from the relevant phone number was dropped to the blacklist.