Call center reports

Call center reports

The admin portal provides a variety of reports for group services, including a call center reports. For call centers, you can run a call center agent report, which displays detailed reporting for all calls within a group's call centers, and/or a premium call records report, which displays detailed reporting for all calls within a group's call centers.

This guide reviews both call center agent reports and premium call records reports. 

Call center agent report

The Call center agent report displays detailed reporting for all calls within a group's call centers.

Call record types:

• Today
• Yesterday
• Last 7 days
• Last 30 days
  

The following call types are available for each report above:

• Total Calls
• Answered
• Missed Call
  

Call record details:

Raw data - The following information is available from the raw data tab:

• ACD ID
• Answered
• Agent Name
• Called Number
• Calling Number
• Start Time
• Answer Time
• Release Time
• Wait Time
• Call Duration
• Total Duration
  

Generate / view / download call center agent reports

To generate, view, and/or export/download a call center agent report, follow these steps:

1. From the group dashboard, in the left-hand menu, select Call Center under Group Services, and a list of the call centers assigned to this group/location are displayed.
2. Select the call center you would like to report on.
3. Select Agent Report under Reporting in the left-hand menu.

4. Set your search criteria by selecting the Search icon in the upper right corner.
5. Enter the Start Time and End Time.
6. Select Generate to run the report.
7. Once generated, there are two tabs to show results - Overview and Raw Data.
8. To export/download the report, select the Raw Data tab and then select the Download icon. 

Call center custom call report

The call Center custom call report displays detailed reporting for all calls within a group's call centers.

Call record types:

• Today
• Yesterday
• This week
• Last week
  

The following call types are available for each report above:

• Total Calls
• Placed Calls
• Received Calls
• Placed Answered Calls
• Placed Missed Calls
• Received Answered Calls
• Received Missed Calls
  

Call record details:

Raw data - The following information is available from the raw data tab:

• Direction
• Called Number
• Calling Number
• Calling Name
• Start Time
• Answer Time
• Release Time
• Call Duration
• Total Duration
• Answer Indicator
• Related Call Id Reason
• Account Code
• Authorization Code
  

Generate / view / download call center custom call report

To generate, view, and/or export/download a call center agent report, follow these steps:

1. From the dashboard, select the group to modify.
2. In the left-hand menu, select Call Center under Group Services, and a list of the call centers assigned to this group/location are displayed.
3. Select the call center you would like to report on.
4. Then select Custom Call Report under Reporting in the left-hand menu.